The latest data from UK regulator Ofcom reveals varying performance among major broadband providers in the country. Notably, TalkTalk, Vodafone, and EE ranked poorly with the highest number of customer complaints, falling below the national average.
Ofcom’s report highlighted that EE, TalkTalk, and Vodafone received the most broadband-related complaints. While EE’s complaint levels remained consistent, TalkTalk and Vodafone experienced an increase in grievances.
In contrast, Plusnet emerged as the top performer with the fewest complaints, despite being part of the same BT group as EE. Ofcom specifically noted Plusnet as the least complained-about broadband provider.
Following Plusnet, Sky secured the second spot for the least number of issues, showcasing a commendable performance. Virgin Media also showed significant improvement, climbing to the third position from a lower ranking last year.
The list of winners and losers based on complaints per 100,000 users is as follows:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 7 complaints
– BT: 11 complaints
– Vodafone: 10 complaints
– EE: 10 complaints
– TalkTalk: 10 complaints
Apart from broadband, Ofcom’s findings extended to other services like landlines and pay-TV. Utility Warehouse led in landline services with only 1 complaint per 100,000 users, closely followed by Sky, Virgin Media, and Vodafone.
However, TalkTalk continued its trend of high complaints, ranking lowest with 8 complaints per 100,000 users. On a positive note, TalkTalk performed better in TV services, having the fewest complaints among its competitors.
Regarding overall complaints, the figures remained relatively stable compared to the previous quarter, indicating no significant improvements. Ernest Doku, a telecoms expert at uswitch.com, expressed concerns about the industry’s lack of progress despite steady complaint volumes.
Doku emphasized the importance for customers to evaluate service quality as annual prices are set to increase, urging them to explore better value options. Plusnet’s exceptional performance in customer service was cited as a benchmark, reinforcing the need for providers to justify costs and deliver satisfactory services to consumers.