The most recent data on broadband performance in the UK has been released by the regulatory authority Ofcom, revealing the top performers and underachievers in terms of customer complaints. NOW Broadband and TalkTalk have emerged as the most complained-about fixed broadband providers, both falling below the industry average in complaint scores.
Ofcom reported that NOW Broadband experienced an increase in complaints per 100,000 subscribers, while TalkTalk saw a decrease compared to the previous quarter. Surprisingly, Sky, the parent company of NOW Broadband, ranked second with one of the lowest complaint rates among service providers.
Leading the pack was Plusnet, a provider owned by BT, with the fewest complaints from its user base. The rankings for broadband complaints per 100,000 subscribers are as follows:
– PLUSNET: 5 complaints
– SKY: 6 complaints
– BT: 10 complaints
– VODAFONE: 11 complaints
– VIRGIN MEDIA: 11 complaints
– EE: 12 complaints
– NOW: 13 complaints
– TALKTALK: 13 complaints
In addition to broadband complaints, Ofcom also shared figures on complaints for landline, mobile, and pay-TV services. Virgin ranked lowest for Pay-TV complaints, while NOW faced challenges in the landline sector. Sky received top ratings with minimal complaints across all categories, including Mobile and Pay TV.
The breakdown of Pay TV complaints per 100,000 subscribers is as follows:
– SKY: 2 complaints
– TALKTALK: 2 complaints
– BT/EE: 6 complaints
– VIRGIN MEDIA: 7 complaints
For Mobile services, the complaints per 100,000 subscribers were as follows:
– SKY: 1 complaint
– TESCO: 1 complaint
– EE: 2 complaints
– VODAFONE: 2 complaints
– THREE: 3 complaints
– O2: 4 complaints
Despite the varying complaint levels, the overall trend indicates a decrease in complaints year-on-year for fixed broadband, landline, pay-monthly mobile, and pay-TV services, as confirmed by Ofcom. Consumers are encouraged to explore alternative providers if dissatisfied with their current service, as switching could lead to savings and improved customer experience.