The latest data from UK regulator Ofcom reveals varying levels of customer complaints among major broadband providers in the UK. TalkTalk, Vodafone, and EE ranked at the bottom of the table, generating the highest number of complaints, with increases seen in TalkTalk and Vodafone’s figures.
In contrast, Plusnet emerged as the provider with the fewest complaints, surpassing both EE and Sky, despite being under the same ownership as BT. Ofcom highlighted Plusnet as the least complained-about broadband provider. Sky followed in second place for the least number of issues, while Virgin Media showed significant improvement, moving up to the third position from being one of the worst performers previously.
The complaint rates per 100,000 customers were as follows: Plusnet at 4, Sky at 6, Virgin Media at 7, BT at 11, Vodafone, EE, and TalkTalk all at 10 complaints.
Aside from broadband, Ofcom also tracks complaints in other services such as landline and pay-TV. Utility Warehouse led in landline complaints, with just 1 complaint per 100,000 customers. Meanwhile, TalkTalk continued to struggle in this category with 8 complaints per 100,000.
In the TV segment, TalkTalk had the fewest complaints at 2 per 100,000, followed by Sky at 3, Virgin Media at 5, and EE at 6. Overall, complaint levels across broadband, landline, mobile, and pay-TV remained stable compared to the previous quarter.
Ernest Doku, a telecoms expert at uswitch.com, expressed concern over the lack of improvement in the industry despite steady complaint volumes. He praised Plusnet for its exceptional performance and urged customers to evaluate service quality against rising costs before annual price increases in April.
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