In a recent report released by UK regulator Ofcom, it has been revealed that some of the major broadband providers in the UK are performing differently in terms of customer complaints. Notably, TalkTalk, Vodafone, and EE ranked at the bottom of the list, scoring below the national average for complaints.
According to Ofcom’s latest update, “EE, TalkTalk, and Vodafone were the most complained-about broadband providers.” While EE maintained consistent complaint levels from the previous quarter, both TalkTalk and Vodafone experienced an increase in complaints.
On the positive side, Plusnet emerged as the top-performing provider with the lowest number of complaints. This result is surprising considering that both Plusnet and EE are subsidiaries of BT, showcasing distinct differences in their complaints handling.
Ofcom’s data also highlighted Sky as the second-best performer in terms of customer complaints, followed by Virgin Media, which has significantly improved its ranking from being one of the worst performers in the past.
In the broadband category, the ranking of providers based on complaints per 100,000 customers 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
Besides broadband, Ofcom also assesses complaints in other services such as landline and pay-TV. Utility Warehouse stood out as the best performer in landline services with only 1 complaint per 100,000 customers, closely followed by Sky, Virgin Media, and Vodafone.
However, TalkTalk ranked at the bottom in landline complaints with 8 complaints per 100,000 customers. On the bright side, TalkTalk excelled in TV services with the lowest number of complaints.
In the TV category, the ranking of providers based on complaints per 100,000 customers is as follows:
– TalkTalk: 2 complaints
– Sky: 3 complaints
– Virgin Media: 5 complaints
– EE: 6 complaints
While complaints have remained stable across broadband, landline, mobile, and pay-TV services, industry experts like Ernest Doku from uswitch.com are concerned about the lack of improvement, especially with rising costs. Plusnet’s consistent performance in receiving the fewest complaints reflects its dedication to customer service excellence.
As annual price reviews approach, customers are advised to assess if their current provider justifies the costs and explore better value options. Comparing deals can help users find providers that offer improved services and value for money.