Ofcom, the UK regulator, has recently published its latest data on broadband provider performance, revealing varying levels of customer complaints. Notably, TalkTalk, Vodafone, and EE ranked poorly, scoring below the national average for complaints. Ofcom stated that these three companies were responsible for the highest number of broadband complaints, with TalkTalk and Vodafone seeing an increase in complaints compared to the previous quarter.
On the contrary, Plusnet emerged as the top performer with the fewest complaints, outshining both EE and Sky, despite all being under the BT umbrella. Ofcom highlighted Plusnet as the least complained-about broadband provider. Following closely behind was Sky, securing the second spot for the least number of issues reported.
Virgin Media users also received positive news, as the provider improved its standing from last year and is now ranked as the third-best in terms of customer complaints. The rankings revealed Plusnet with 4 complaints per 100,000 customers, Sky with 6 complaints, and Virgin Media with 7 complaints. On the other hand, BT, Vodafone, and EE received 11, 10, and 10 complaints per 100,000 customers, respectively.
In addition to broadband, Ofcom also monitors complaints in other services such as landline and pay-TV. Utility Warehouse led in landline services with only 1 complaint per 100,000 customers, followed by Sky, Virgin Media, and Vodafone performing well in this category. Unfortunately, TalkTalk ranked lowest once again with 8 complaints per 100,000 customers.
While complaints across broadband, landline, mobile, and pay-TV remained stable, there was no significant improvement according to the latest Ofcom figures. Ernest Doku, a telecoms expert at uswitch.com, expressed concerns over the lack of progress in the industry despite steady complaint volumes. He praised Plusnet for setting a high standard in customer service and advised consumers to assess if their providers justify any upcoming price increases by comparing deals for better value.