19 October 2023 , 15:09
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The UK's most complained about broadband providers have just been exposed by Ofcom and it appears Vodafone has come bottom of the pile. The telecoms giant received the highest score when it came to moans and groans from its users with it twice as bad as the industry average.
Next, it's TalkTalk who got the second worst score followed by Virgin Media and then Shell Energy.
"Vodafone was the most complained-about broadband provider, with a substantial rise in complaints from the previous quarter," explained Ofcom in their report. "Customers’ complaints were mainly driven by their experience with faults, service and getting services connected."
At the other end of the scale was Sky with the firm getting the least broadband complaints. EE and Plusnet also did better than average with them both beating their parent company, BT, in the complaints league.
Along with scoring broadband, Ofcom has also released figures for Pay-TV and Mobile providers.
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Once again Sky came top of the league for the smallest number of complaints about its telly service with BT and Virgin both being comprehensively beaten.
Ofcom complaints revealed (Ofcom)In fact, these two firms got double the industry average when it came to gripes about watching content on the big screen.
"BT and Virgin Media attracted the most complaints among pay-TV providers. BT’s complaints were mainly driven by customers’ experience with faults, service and getting services connected, while Virgin’s complaints were driven mainly by how customers’ complaints were handled. Sky received the fewest pay-TV complaints."
When it comes to Mobile providers BT was bottom of the pile followed by Virgin Mobile and O2. Once again, Sky Mobile received the fewest complaints with EE also performing well.
Commenting on the latest complaints data, Fergal Farragher, Ofcom's Consumer Protection Director, said: "It is positive to see that overall, complaints volumes have remained consistent compared to the previous quarter. However, complaints are still slightly higher than they were in 2022, and this shows that providers still have work to do in improving customers’ experiences.
"We work alongside providers to help make sure they improve their performance and acknowledge Vodafone is taking steps to identify and address the increased volume of complaints during this period."