Ofcom reveals the mobile and broadband providers with most complaints

Ofcom reveals the mobile and broadband providers with most complaints

United Kingdom telecoms regulator Ofcom has published its latest customer complaints numbers and they indicate Vodafone has finally sorted out its customer service.

TalkTalk was the broadband provider with the highest rate of disgruntled customers between July and September a year ago, with 30 per 100,000 subscribers, the telecoms watchdog said on Friday.

Looking at landline telephone services, the industry average number of complaints was 13 per 100,000 customers, with the fewest complaints being received by Virgin Media at 12, EE at seven and Sky at six. Complaint handling and billing were secondary concerns.

Ofcom writes: "BT's main complaint driver was complaints handling followed by billing, pricing and charging, and faults, service and provision issues".

"That move, and a radical shift to self-serve, has already delivered a material improvement in customer satisfaction and we expect complaint data for 2018 to reduce significantly", the spokesperson added.

For pay-monthly mobile customers, Vodafone topped the table with 10 per 100,000 customers, followed by Talk Talk and Virgin Mobile which both had eight per 100,000.

For the broadband market, the figures, which tally up complaints made in the third quarter of 2017, name and shame TalkTalk as the most-complained-about provider with 30 complaints per 100,000 customers.

The Post Office generated the highest rate of complaints for landline phone services, with 24 per 100,000 between July and September.

"We remain committed to continually making our services better for customers and will of course keep working hard to do so over the coming months".

The Post Office came out worst for landline services and Vodafone received most complaints from mobile users.

"We're shining a light on how different providers perform, and it's clear many need to up their game on service quality and complaints handling", said Ofcom's director of consumer policy, Jane Rumble.

A Vodafone spokesperson said: 'The latest Ofcom report shows a further improvement in customer service and we remain committed to accelerating that positive trend.

TalkTalk and Vodafone are the UK's most complained about broadband and mobile operators, according to new figures from communications watchdog Ofcom.

EE, Three and O2 all received just three complaints, while Tesco Mobile received just one per 100,000 customers. This compares to an industry average of 18 complaints.

Finally, on the pay television front, the industry average was also five complaints per 100,000 customers, with Sky the best performing provider at two complaints.

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