The latest report on UK broadband performance has revealed varying levels of customer complaints. Ofcom, the regulatory body, disclosed the recent complaint statistics, indicating that Vodafone and TalkTalk have room for improvement compared to their competitors.
Vodafone recorded the highest number of complaints with a rate of 11 per 100,000 customers, showing a negative trend from the previous assessment. Ofcom confirmed that both Vodafone and TalkTalk were the most complained-about broadband providers, with Vodafone experiencing a rise in complaints while TalkTalk’s figures remained steady.
On the contrary, Virgin Media emerged as a top performer in the rankings despite its past poor showings. Plusnet and Virgin Media were highlighted as the least complained-about broadband providers, with other commendable performances from Plusnet and Sky.
The list of broadband winners and losers includes Virgin Media and Plusnet with 5 complaints per 100,000 customers, Sky with 7 complaints, BT and EE with 8 complaints each, TalkTalk with 10 complaints, and Vodafone with 11 complaints.
Apart from broadband, Ofcom also monitors other services like landlines and Pay-TV complaints. Utility Warehouse led in landline services with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also demonstrated strong performances in this category. In the TV segment, TalkTalk ranked first with 2 complaints per 100,000 customers followed by Sky.
Overall, there has been a concerning rise in complaints, largely attributed to recent price increases affecting numerous households in the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the increased complaints, particularly following a period of declining telecom company complaints. She highlighted unexpected mid-contract price rises as a significant factor and emphasized ongoing monitoring to address customer dissatisfaction trends.
