Customer complaints regarding broadband services have fallen to a historic low, according to the latest figures released by the UK regulator Ofcom. The data, covering January to March, indicates a significant improvement in the sector, with an average of six complaints per 100,000 customers.
TalkTalk registered the highest number of complaints, with ten per 100,000 customers. The primary reasons cited for these complaints included faults, service and provisioning issues, problems with how complaints were handled, and concerns about billing, pricing, and charges. A spokesperson for TalkTalk acknowledged the results and stated the company is undergoing a transformation of its customer service to address these issues.
Vodafone and BT followed TalkTalk as the second and third worst providers, with eight and seven complaints per 100,000 customers, respectively. EE and Virgin Media each received six complaints per 100,000 customers during the same period.
Conversely, Plusnet was recognized as the top-performing broadband provider, experiencing the fewest customer complaints. Sky was also highlighted for its strong performance, with five complaints per 100,000 customers.
Ofcom noted that overall broadband complaints have declined considerably since 2011, when rates stood at 40 per 100,000 customers. Cristina Luna-Esteban, Ofcom’s director of consumers and retail markets, expressed encouragement at the falling complaint numbers but cautioned companies against complacency, urging them to continue striving for service improvements.
Luna-Esteban also encouraged dissatisfied customers to explore other options, noting that Ofcom has implemented measures to simplify the process of shopping around and switching providers. These include end-of-contract alerts, clearer contract summaries, and easier switching procedures for both broadband and mobile services.
The Ofcom report also detailed complaint levels for mobile and landline services. Sky Mobile generated the most complaints among pay-monthly mobile contracts, with issues frequently related to changing providers. EE, Giffgaff, Tesco Mobile, Three, and Vodafone received the fewest mobile-related complaints.
For landline services, Plusnet and TalkTalk saw an increase in complaints compared to the previous quarter, making them the most complained-about providers in this sector. EE, Sky, Utility Warehouse, Virgin Media, and Vodafone were identified as the least complained-about landline providers.
In the pay-TV market, EE and Virgin Media received the most complaints, particularly concerning complaint handling and billing issues. Sky and TalkTalk were the least complained-about providers in the pay-TV category.