Ofcom releases list of most complained about broadband & network providers in the UK

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Source: Ofcom (via Which?)

 

Complaints about broadband providers

TalkTalk continues to be the most-complained-about broadband provider, having first topped Ofcom’s table in the third quarter of 2017. TalkTalk received 29 complaints per 100,000 customers, seven more than BT. Plusnet also received an above average number of complaints.

 

TalkTalk customers’ main reason for complaining related to service faults or issues. This was followed by TalkTalk’s complaints handling and its billing, prices and charges.

 

Sky received the fewest complaints about its broadband, receiving five complaints per 100,000 customers.

 

TalkTalk also struggled in our most recent survey exploring the best and worst broadband providers. In December 2017 and January 2018 we surveyed more than 1,900 broadband users about their provider and found that TalkTalk customers complained more of problems relating to connection speed and reliability than customers of many other providers.

 

 

Issues with mobile phones

Virgin Mobile received 11 complaints per 100,000 pay-monthly customers, narrowly beating new-entrant iD Mobile to the top of the charts.

 

Vodafone, BT Mobile and TalkTalk Mobile all received an above-average number of complaints for their mobile phone networks. The industry average was five complaints per 100,000 customers. TalkTalk Mobile closed during the reporting period.

 

Unsurprisingly, Virgin Mobile was one of the lowest-rated providers in our recent survey exploring the best mobile networks, in which we asked more than 3,500 customers to tell us about their experiences with their provider, rating their customer service, value for money and incentives as well as their overall satisfaction.

 

Tesco Mobile was the provider that received the fewest complaints in Ofcom’s report, with just one per 100,000 customers.