The most recent UK broadband statistics have been disclosed, revealing the leading and lagging performers in terms of overall complaints. Newly published data by the UK regulatory body Ofcom indicates that NOW broadband and TalkTalk have ranked poorly, both falling below the industry average for customer grievances.
Ofcom stated, “NOW Broadband and TalkTalk were the fixed broadband providers with the highest complaint volumes. NOW Broadband experienced an increase in complaints per 100,000 subscribers, while TalkTalk saw a decrease from the previous quarter.”
Interestingly, Sky, the parent company of NOW broadband, secured the second position, boasting a significantly lower complaint rate compared to its competitors.
Securing the top position was Plusnet, owned by BT, with the lowest number of complaints reported by its user base.
Here is the comprehensive list of performance rankings in the broadband industry:
– PLUSNET • 5 complaints per 100,000
– SKY • 6 complaints per 100,000
– BT • 10 complaints per 100,000
– VODAFONE • 11 complaints per 100,000
– VIRGIN MEDIA • 11 complaints per 100,000
– EE • 12 complaints per 100,000
– NOW • 13 complaints per 100,000
– TALKTALK • 13 complaints per 100,000
In addition to broadband complaints, Ofcom also shared details on gripes related to Landline, Mobile, and Pay-TV services.
Virgin rated lowest for Pay-TV complaints, while NOW faced criticism for its landline services. Once again, Sky received praise for minimal complaints across various services, including Mobile and Pay-TV.
The complete results for Pay TV service providers are as follows:
– SKY • 2 complaints per 100,000
– TALKTALK • 2 complaints per 100,000
– BT/EE • 6 complaints per 100,000
– VIRGIN MEDIA • 7 complaints per 100,000
The comprehensive list of Mobile service provider ratings is as follows:
– 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 • 4 complaints per 100,000
An encouraging trend noted by Ofcom is the overall decline in complaint volumes for fixed broadband, landline, pay-monthly mobile, and pay-TV services compared to the previous year.
If you are considering changing your service provider based on this information, it is advisable to explore different options.
Natalie Hitchins, Which? Head of Home Products and Services, remarked, “These findings align with Which?’s research highlighting the superior performance of smaller competitors over major UK mobile and broadband providers. Customers in the telecoms sector deserve high-speed connections, reliable signal, and excellent customer support. Our research indicates potential savings of £160 annually for TV and broadband customers and £67 for the average mobile user upon switching providers.”
Hitchins added, “Customers approaching the end of their contracts and dissatisfied with their current provider should consider transitioning to a different service provider offering superior customer service and faster connectivity.”