Latest telecoms and pay-TV complaints revealed
Ofcom yesterday published the latest league tables on the complaints we receive about the UK’s major home phone, broadband, mobile and pay-TV firms.
The quarterly report reveals the number of complaints made to Ofcom between July and September last year, about firms that provide home broadband, landline telephone, pay-monthly mobile and pay-TV. We include all providers with a market share over 1.5%.
Vodafone was the most complained-about broadband provider. Half of all complaints about Vodafone were due to faults, service and provisioning issues. Sky attracted the fewest complaints among broadband providers.
Virgin Mobile was the most complained-about mobile provider – the main reasons customers complained to Ofcom being issues with switching and complaints handling. Tesco Mobile was the least complained-about pay-monthly mobile provider.
Virgin Media remained the most complained-about pay-TV provider, with handling of complaints being the primary reason people complained. Sky continued to attract the fewest complaints among pay-TV providers.
Plusnet was the most complained-about landline provider, while Sky attracted the fewest complaints.
Fergal Farragher, Ofcom’s Consumer Protection Director, yesterday said:
“Millions of people up and down the country are relying on their communications services to be able to work, learn and keep in touch with loved ones.
“So it’s vital companies continue to do everything they can to give customers the support they need – particularly those who may be vulnerable – and tackle any problems customers are experiencing.”
Complaints information helps people to think about quality of service when they are shopping around for a new provider and encourages firms to improve their performance. Our service quality hub offers further information on how people can choose the best provider for them.
Anyone experiencing problems should complain to their provider first. If they are unhappy with the outcome, people can take the complaint to an independent ombudsman, who will look at the case and make a judgment on it.
Home broadband complaints per 100,000 customers
Landline telephone complaints per 100,000 customers
Where the actual measurable difference between providers’ number of complaints per 100,000 customers is less than 1, we consider their results to be comparable. Here the following landline providers’ number of complaints per 100,000 customers should be considered comparable: 1. the industry average, Post Office and BT; 2. Vodafone and TalkTalk and 3. Virgin Media and Plusnet.
Pay-monthly mobile complaints per 100,000 customers
The actual measurable difference between the following pay-monthly mobile providers’ number of complaints per 100,000 customers was less than one and so their results should be considered comparable: 1. Tesco Mobile, Sky Mobile and EE; 2. Sky Mobile, EE and O2; 3. the industry average, BT Mobile and iD Mobile; 4. iD Mobile and Vodafone.
Pay TV complaints per 100,000 customers
Latest News from
Ofcom to build tech hub in Manchester ahead of online safety role29/03/2021 12:05:00
Ofcom recently (26 March 2021) announced plans to open a major new digital and technology hub in Manchester, with the creation of up to 150 new jobs by 2025.
One in three video-sharing users find hate speech25/03/2021 14:48:00
A third of people who use online video-sharing services have come across hateful content in the last three months, according to a new study by Ofcom.
Ramping up the rollout of full-fibre broadband19/03/2021 16:25:00
Millions of homes across the country are set to be upgraded to faster, more reliable broadband, under new regulations announced today by Ofcom that will help shape the UK’s full-fibre future.
Ofcom fines O2 £10.5m for overcharging customers15/02/2021 13:15:00
Ofcom has fined O2 £10.5m, after customers leaving the mobile provider were overcharged, due to billing errors by the company.
Ofcom revokes CGTN's licence to broadcast in the UK05/02/2021 11:25:00
Ofcom yesterday withdrew the licence for CGTN to broadcast in the UK, after its investigation concluded that the licence is wrongfully held by Star China Media Limited.
New plans for seamless broadband switching04/02/2021 12:15:00
Broadband and landline customers would benefit from quicker, simpler and more reliable switching, under Ofcom plans to introduce a new ‘one touch’ process.
Maggie Carver CBE Appointed as Interim Chair of Ofcom06/01/2021 11:22:00
The Secretary of State has appointed Maggie Carver CBE as the Interim Chair of Ofcom from 1 January 2021 to 30 June 2020, whilst the appointment process for a permanent Chair is completed.
4.7 million UK homes have struggled to afford their telecoms bills this year21/12/2020 11:20:00
New Ofcom research reveals the challenges and tough choices many telecoms customers are facing this year, with more action needed from industry to support customers in financial difficulty.