The latest data from UK regulator Ofcom reveals varying performance levels among major broadband providers in the UK. TalkTalk, Vodafone, and EE ranked at the bottom of the list, generating the highest number of customer complaints. Ofcom noted that EE maintained its complaint levels, while TalkTalk and Vodafone experienced an increase in complaints.
In contrast, Plusnet emerged as the top performer with the lowest number of complaints, despite being under the same ownership as EE. Ofcom highlighted that Plusnet had the least complaints among broadband providers. Following Plusnet, Sky secured the second position with minimal reported issues.
Virgin Media users received positive news as the ISP significantly improved its ranking, now being the third-best in terms of complaint levels compared to the previous year. The rankings for broadband complaints per 100,000 customers were as follows:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 7 complaints
– BT: 11 complaints
– Vodafone: 10 complaints
– EE: 10 complaints
– TalkTalk: 10 complaints
Apart from broadband services, Ofcom also scrutinizes landline and pay-TV complaints. Utility Warehouse led in the landline category with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also fared well in this aspect. Unfortunately, TalkTalk ranked the lowest with 8 complaints per 100,000 customers.
Despite its poor broadband performance, TalkTalk excelled in TV services with only 2 complaints per 100,000 customers. The rankings for TV service complaints were as follows:
– TalkTalk: 2 complaints
– Sky: 3 complaints
– Virgin Media: 5 complaints
– EE: 6 complaints
Overall, complaint levels across broadband, landline, mobile, and pay-TV services remained steady, with no significant improvement. Ernest Doku, a telecoms expert at uswitch.com, expressed concern over the lack of progress in service quality, especially with increasing costs for consumers. He commended Plusnet for its exceptional customer service, urging consumers to evaluate their service providers and explore better value options as annual prices approach in April.