Latest telecoms and pay-TV complaints revealed

08 November 2018

Ofcom has today published the latest league tables on the complaints we receive about the UK’s major telecoms and pay-TV providers.

Overall, complaints about broadband, landline, mobile and pay-TV services have fallen since the last quarter, and are at their lowest levels since we started collecting this data in 2010.

The report reveals the number of complaints made to Ofcom about the UK’s largest providers, per 100,000 of their customers, between April and June this year.

Sky and Tesco Mobile continue to perform well compared to industry averages, and there have been significant improvements from BT and its other brands – EE and Plusnet.

While TalkTalk has also improved recently, it still generated the most complaints for landline and broadband services. Virgin Mobile generated the most complaints for pay-monthly mobile services, and Virgin Media for pay television.

Complaints information helps people to think about the quality of service they might receive when they are shopping around for a new provider, and incentivises operators to improve their performance. Our service quality hub offers further information on choosing the best provider.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “Although we’re encouraged that complaints are at their lowest levels since we started shining a light on this, some telecoms and TV companies are still falling short. We expect those providers to up their game and deliver better service to all their customers.”

Although Ofcom cannot resolve individual complaints, we offer consumers advice, and the information we receive can lead to us launching investigations.

Anyone experiencing problems should complain to their provider first. If they are unhappy with the outcome, people can take the complaint to an independent ombudsman, who will look at the case and make a judgment on it.

Home broadband complaints per 100,000 customers

The actual measurable difference between Plusnet’s and BT’s complaints per 100,000 subscribers is less than one and so their results should be considered comparable.

Landline telephone complaints per 100,000 customers

The actual measurable difference between certain landline complaints figures per 100,000 subscribers is less than one, so the following results should be considered comparable: 1) Plusnet, Virgin Media and BT; 2) BT and the industry average; 3) EE and Sky.

Pay-monthly mobile complaints per 100,000 customers

The actual measurable difference between certain pay-monthly mobile complaints figures per 100,000 subscribers is less than one, so the following results should be considered comparable: 1) Between iD Mobile, BT and the industry average; 2) Between the industry average and Three; 3) Between O2 and EE.

Pay-TV complaints per 100,000 customers

Relative scale of average complaints per 100,000 customers, by sector (quarterly)