Wednesday, 21 February 2018

Ofcom reveals the UK's worst performing operators for customer service

By Chris Kelly, Total Telecom
Monday 22 January 18

TalkTalk was named as the network provider with the most customer complaints in the broadband category, while Vodafone topped the list of mobile operators

The UK telecoms regulator, Ofcom, has revealed the most complained about telecoms and pay TV service providers. TalkTalk earned the crown of being the most complained about broadband provider…

The UK telecoms regulator, Ofcom, has revealed the most complained about telecoms and pay TV service providers.

TalkTalk earned the crown of being the most complained about broadband provider, registering a total of 30 complaints per 100,000 customers. The industry average was just 18 complaints per 100,000 customers.

“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 Jane Rumble, Ofcom’s director of consumer policy.

The Post Office topped the list for fixed line telephone operators, with 24 complaints per 100,000 customers. TalkTalk and PlusNet were joint second in this category with 21 complaints per 100,000 customers each.

Of the mobile operators, Vodafone topped the list of most complained about providers, with 10 complaints per 100,000 customers. BT (9) was second and TalkTalk (8) was third. 

The latest report by Ofcom logged complaints raised in the third quarter of 2017. Overall, the report found that there was a slight increase in the total number of complaints between the second and third quarters of 2017. 

The least complained about of the big operators was Sky, logging just 7 complaints per 100,000 for broadband, 6 complaints for fixed line telephone services and 2 complaints for its Pay TV services.  

Since you're here...

...the Telecoms industry is characterised by constant change and evolution. That's why it's crucial for telecoms professionals to keep up-to-date with what is happening. Join 35,000+ of your peers and sign up to our free newsletter service today, to be in the know about what is going on. PLUS, as a member you can submit your own press releases!

See all membership options

Please enable JavaScript to view the comments powered by Disqus.

Newsletter signup

Quickly get on board and up to date with the telecoms industry