The results are in and these are the best and worst broadband providers for customer complaints.
New broadband stats have just been released by the team Ofcom and we now know the best and worst broadband providers when it comes to complaints. The UK telecoms regulator regularly checks the performance of all the major firms supplying internet access, phone lines and TV products, with each getting a score based on the number of gripes customers have with their services.
If it’s broadband that concerns you the most then it appears TalkTalk is the worst for moans and groans with the Internet Service Provider (ISP) coming bottom of the pile with 14 complaints per 100,000. Ofcom says TalkTalk generated the most broadband complaints about broadband, and saw complaints increase from the previous quarter.
TalkTalk was followed by EE (13 per 100,000) and Virgin Media with 12 per 100,000. At the other end of the table was Sky with just 5 complaints per 100,000.
HERE ARE THE FULL BROADBAND RESULTS
SKY • 5 complaints per 100,000
PLUSNET • 8 complaints per 100,000
BT • 10 complaints per 100,000
VODAFONE • 11 complaints per 100,000
VIRGIN MEDIA • 12 complaints per 100,000
NOW • 12 complaints per 100,000
EE • 13 complaints per 100,000
TALKTALK • 14 complaints per 100,000
In response to the stats, a TalkTalk spokesperson said: “We have always been committed to delivering the best possible service for our customers. While this number represents a very small proportion of our total customer base, we are disappointed, and determined to improve on it.
“We continue to invest to enhance the way we work with customers, making it easier than ever to get in touch with us through a variety of contact methods, and expect to see this reflected in future reports.”
Along with checking out broadband complaints, Ofcom has also released figures about Landline, Mobile and Pay-TV gripes.
Virgin came bottom of the pile for Pay-TV whilst TalkTalk also performed badly for landlines. Once again, Sky got top marks across the board with the least complaints in categories including Mobile and Pay TV.
HERE ARE THE FULL PAY TV RESULTS
SKY • 2 complaints per 100,000
TALKTALK • 2 complaints per 100,000
BT • 8 complaints per 100,000
VIRGIN MEDIA • 9 complaints per 100,000
HERE ARE THE FULL MOBILE RESULTS
SKY • 1 complaint per 100,000
TESCO • 1 complaint per 100,000
EE • 2 complaints per 100,000
VODAFONE • 2 complaints per 100,000
THREE • 3 complaints per 100,000
O2 • 5 complaints per 100,000
Virgin has confirmed to Mirror Online that it is working hard to improve its customer services and has already seen a fall in complaints. This is being achieved by solving issues faster and getting users to right the person without being moved between endless departments.
Virgin says that by the end of last year, it had reduced the number of Ofcom complaints by 48% compared with the average monthly run rate in 2023.
Sky still leads the pack when it comes to service and its rivals will clearly want to up their game before the next Ofcom stats are announced later this year.
“Sky has received the fewest complaints in total to Ofcom across all categories out of all providers,” said Devesh Raj, Chief Operating Officer, Sky.
“This success is a testament to the outstanding efforts of our teams across all departments, from technology to customer service, enabling us to deliver the best possible Sky experience.”
