TalkTalk now most complained about landline and broadband provider, says Ofcom

There has also been an increase in the number of complaints received by the regulator, according to new quarterly figures. 

Newly released data covering the period from January to March 2023 shows a slight but concerning increase in complaints to the regulator about broadband, landline, pay-monthly mobile and pay-TV services since Ofcom last released such data in May.

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Photo by Ri_Ya 

Customers can complain to Ofcom, as the regulator of the UK’s communications sector, about their experience with companies that supply landline, fixed broadband, pay-monthly mobile and pay-TV services. The regulator compiles data on such complaints to better understand the reasons behind customer dissatisfaction. By publishing this data each quarter, Ofcom aims to aid customers in choosing providers and to encourage these companies to improve services. 

So what does the latest data show? 

TalkTalk was the most complained-about landline and broadband provider, with 13 complaints and 20 complaints received per 100,000 customers respectively. There was also an increase in the numbers of complaints made about both services since last quarter’s figures. Such complaints mostly concerned customers’ experience of getting services connected, faults dealt with and quality of service more generally, including how their complaints were handled. 

Among broadband providers, Sky once again prompted fewest complaints, with 5 complaints received by Ofcom for every 100,000 Sky customers. The company is also now the least complained-about landline provider, with just 3 complaints per 100,000. 

Sky Mobile and Tesco Mobile received the fewest complaints among mobile providers – merely 2 complaints per 100,000. EE, Vodaphone and Three followed closely behind this with 3 complaints per 100,000. 

BT Mobile had most complaints in this area, though with a still relatively low figure of 7 complaints per 100,000 customers. These complaints mainly concerning issues with changing provider and with how previous complaints had been handled.  

BT was also the most complained-about pay-TV service, with 11 complaints per 100,000. Issues here included billing, charges and pricing. Sky received the fewest pay-TV complaints, with 2 per 100,000. 

Fergal Farragher, Consumer Protection Director at Ofcom, says: ‘The slight increase in complaints across all services shows providers still have work to do when it comes to the quality of service they offer their customers. 

‘We’re pleased to see an improvement in Shell Energy’s performance following their previous appearances at the bottom of some of these tables, and in response to us engaging with them on improvements. However, these figures show they and other providers should strive for further progress.’ 

Further information, including industry averages for each kind of service as well as the background and methodology of the data-gathering process, are available at the Ofcom website.

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