February 1 2019
Vodafone tops the charts for most complained about broadband and landline services after being included in the survey for the first time.
Ofcom’s latest quarterly league tables reveal the number of complaints made from July to September last year. It specifically focuses on providers with a market share over 1.5% in the home broadband, landline telephone, pay-monthly mobile and pay-TV markets.
Vodafone having only recently met the benchmark for inclusion in this survey, is the most complained-about provider for both broadband and landline services.
Vodafone’s broadband service received 27 complaints per 100,000 subscribers, almost double the industry average of 15, with customers citing issues including changing provider, handling faults and service. In terms of landline services, Vodafone received 19 complaints per 100,000 subscribers, above the industry average of 11, over a similar range of issues.
Also up there for broadband complaints were Talk Talk, BT and Plusnet, receiving 23, 22 and 21 complaints per 100,000 respectively. Talk Talk also received 18 complaints per 100,000 for its landline services, with Plusnet clocking in 17.
Post Office is now also included for broadband for the first time, performing above industry average. Sky, Tesco Mobile, EE and O2 also continue to perform above average for the services they offer.
Jane Rumble, Ofcom’s Director of Consumer Policy, said: “With so much competition in telecoms and TV services, companies that are falling short need to make quality of service and complaints handling their priority. Customers who aren’t happy with their provider can shop around and vote with their feet.”
“Vodafone will be feeling the heat,” said Ernest Doku, telecoms analyst at uSwitch.com. “With telecoms customers prepared to vote with their feet when they don’t believe their providers are up to scratch, these complaints tables can be a cause for concern for companies in this ultra-competitive environment.”
Virgin Mobile, a subsidiary of Vodafone generated the highest number of complaints per 100,000 customers in the pay-monthly mobile category – 11. BT and Vodafone each received 8 complaints per 100,000, all higher than the industry average of four.
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