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Ofcom: Vodafone tops broadband complaints

January 30, 2019

Media regulator Ofcom has published the latest data on the complaints it receive about the UK’s major providers of telecoms and pay-TV services.

The quarterly report reveals the number of complaints made to Ofcom, from July to September last year, about providers with a market share over 1.5 per cent in the home broadband, landline telephone, pay-monthly mobile and pay-TV markets. For the first time, Vodafone has met this benchmark for inclusion on broadband and landline. The company is the most complained-about provider for both these services.

Virgin Media generated the most complaints for both pay-monthly mobile and pay-TV services. The company’s main complaint drivers were contract issues and complaints handling.

Post Office is now also included for broadband for the first time, and has performed better than the industry average. Sky, Tesco Mobile, EE and O2 continue to perform better than the industry averages for the services they offer.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “With so much competition in telecoms and TV services, companies that are falling short need to make service quality and complaints handling their priority. Customers who aren’t happy with their provider can shop around and vote with their feet.”

Home broadband complaints per 100,000 customers

Table showing the number of complaints to broadband providers: Vodafone = 27, TalkTalk = 23, BT = 22, Plusnet = 21, the industry average = 15, Virgin Media = 13, Post Office = 9, EE = 8, Sky = 5.

Pay-TV complaints per 100,000 customers

Table illustrating Pay-TV complaints per 100,000 customers. Virgin Media = 19, BT = 15, TalkTalk = 8, the industry average = 7, Sky = 1.


Categories: Articles, ISP, Pay TV, Research, Telco