The latest data from UK regulator Ofcom reveals varying performance levels among major broadband providers in the country. Ofcom’s report indicates that TalkTalk, Vodafone, and EE ranked lowest in customer complaints, falling below the national average.
Ofcom stated that “EE, TalkTalk, and Vodafone received the highest number of broadband complaints,” with TalkTalk and Vodafone seeing an uptick in complaints compared to the previous quarter.
On the positive side, Plusnet emerged as the broadband provider with the fewest complaints, despite being under the same ownership as EE, which showcased a different performance in handling complaints.
In addition, Sky secured the second spot for the least number of issues, followed by Virgin Media, which notably improved from its past performance and now stands as the third-best in terms of customer grievances.
The data also highlighted other aspects of service providers, such as Landline and Pay-TV complaints. Utility Warehouse led in landline services with the lowest complaint rate, while Sky, Virgin Media, and Vodafone also demonstrated strong performance in this category.
Conversely, TalkTalk ranked at the bottom for landline complaints once again, with a higher complaint rate of 8 per 100,000 customers. However, TalkTalk excelled in managing TV-related complaints, outperforming its competitors in this area.
Regarding complaints stability, the latest Ofcom figures indicate that complaint levels for broadband, landline, mobile, and pay-TV services remained consistent compared to the previous quarter.
Ernest Doku, a telecoms expert at uswitch.com, expressed concerns about the lack of improvement in the industry despite steady complaint volumes. Doku highlighted Plusnet’s exceptional performance in customer service, emphasizing the importance of providers justifying price increases with quality service.
As annual prices are set to rise, customers are advised to review their options and seek better value for money if their current provider fails to meet expectations.
