Choosing the best broadband and phone provider

Ofcom has revealed how broadband and phone companies are serving their customers, in our biggest survey into customer service in the telecoms sector.

We looked at how each of the major providers performed in 2017 when it came to measures such as customer satisfaction, dealing with complaints and how long it took to answer customers’ calls.

The findings give consumers an idea of what level of customer service they can expect to receive, helping them to shop around for a provider that’s right for them.

Find out how the providers performed

Recommend to a friend - broadband providersMost likely to recommend: Virgin MediaMobile average: BT, EE, Plusnet, SkyLeast likely to recommend: TalkTalk

Broadband

Eight in ten broadband customers told us they were satisfied with the service they received from their broadband provider. Virgin Media broadband customers were more likely to recommend it to a friend, while Virgin Media was the only provider with above-average customer satisfaction for broadband speeds.

Meanwhile, TalkTalk customers were less likely to recommend it to a friend, and their satisfaction was below average. TalkTalk customers were also more likely to have a reason to complain and less likely to have their complaint completely resolved.

Sky and EE scored well on general customer service, including how they handled complaints.

Recommend to a friend - mobile providersMost likely to recommend: giffgaff, Tesco MobileMobile average: EE, O2, ThreeLeast likely to recommend: Vodafone, Virgin Mobile

Mobile

More than nine in ten mobile customers were satisfied with their service. Tesco Mobile and giffgaff were the mobile companies that customers were more likely to recommend to a friend.

Vodafone and Virgin Mobile were less likely to be recommended. These two companies also score below average in a number of satisfaction rankings, particularly when it comes to handling complaints.

Tesco Mobile, giffgaff and EE generally score highly compared to the sector average across several measures of service quality.

Recommend to a friend - landline providers. Average likeliness to recommend: BT, EE, Plusnet, Sky, TalkTalk, Virgin Media.

Landline

Landline providers all received average recommend to a friend scores - there was not much difference in the likelihood of customers recommending each of the providers.

We’re working to improve the service you receive

This survey is just one of the ways we’re aiming to improve the service you receive from broadband and phone providers. We recently updated on our work to make it easier for people to shop around, including work to let customers know when their contract expires.

We are also ensuring that people receive automatic compensation when things go wrong; get better information on broadband speeds before entering a contract; and benefit from tough targets for repairs and installations.

We’ve also put together some simple tips on improving your broadband or mobile service.

More findings from the research

Broadband

Dashboard showing broadband results for overall satisfaction, proportion of customers with a reason to complain, average call waiting time, complaints to Ofcom per 100,000 subscribers, and satisfaction with complaints handling. Data is available in the report and in the accompanying data tables.

Mobile

Dashboard showing mobile results for overall satisfaction, proportion of customers with a reason to complain, average call waiting time, complaints to Ofcom per 100,000 subscribers, and satisfaction with complaints handling. Data is available in the report and in the accompanying data tables.

Landline

Dashboard showing landline results for overall satisfaction, proportion of customers with a reason to complain, average call waiting time, complaints to Ofcom per 100,000 subscribers, and satisfaction with complaints handling. Data is available in the report and in the accompanying data tables.

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