The latest report from UK’s communications regulator, Ofcom, reveals varying levels of customer complaints among broadband providers. Vodafone and TalkTalk are highlighted as underperformers, with Vodafone receiving the most complaints at 11 per 100,000 customers. In contrast, Virgin Media stands out for its low complaint rate despite past performance issues.
Ofcom noted that Plusnet and Virgin Media were among the least complained-about providers, with other well-performing ISPs including Sky. The rankings for broadband complaints per 100,000 customers are as follows: Virgin Media and Plusnet with 5, Sky with 7, BT and EE with 8, TalkTalk with 10, and Vodafone with 11.
Apart from broadband services, Ofcom also evaluates complaints in other sectors such as landlines and pay-TV. Utility Warehouse leads in landline services with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also received positive feedback. In the TV services category, TalkTalk leads with just 2 complaints per 100,000 customers, followed closely by Sky.
Overall, there has been a general increase in complaints, attributed mainly to recent price hikes affecting numerous households in the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment at the rise in complaints, citing unexpected price rises for mobile customers as a key factor. Monitoring of the market and complaints figures will continue to gauge ongoing customer satisfaction levels.