Telecoms and pay-TV complaints from October to December 2017

18 April 2018

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

The quarterly report reveals the number of complaints made to Ofcom about the UK’s largest providers of home broadband, landline telephone, pay-monthly mobile and pay-TV services, between October and December last year.

Overall, complaints in the quarter across all four services remained broadly in line with the previous period. Broadband and landline services continued to generate the highest volume of complaints.

TalkTalk was the most complained-about provider for broadband and landline services. The main reason for complaints about the company was faults and other problems with its services.

BT and Vodafone received the most complaints for mobile services, and BT received the most complaints about pay-TV. For both services, customers’ main problems related to complaints handling, billing, prices and charges.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “These figures give people the information they need to shop around and compare providers’ performance.

“The scorecards also motivate companies to improve their performance, and we want to see them follow through on their promises to give customers better service.”

Complaint volumes is one of many measures that can shine a light on service quality. Next month we will publish our annual provider comparison report, which will look at a range of other factors such as customer satisfaction.

Home broadband complaints per 100,000 customers

Broadband complaints per 100,000
 
TalkTalk 31
BT 27
Plusnet 27
Industry average18
Virgin Media 14
EE 12
Sky 7

Overview of data on the volume of consumer complaints received against major broadband providers.

Landline telephone complaints per 100,000 customers

Landline complaints per 100,000
 
TalkTalk 23
Plusnet 21
Post Office 21
BT 16
Industry average13
Virgin Media 11
EE 7
Sky 6

Overview of data on the volume of consumer complaints received against major landline providers.

Pay-monthly mobile complaints per 100,000 customers

Mobile complaints per 100,000
 
BT 11
Vodafone 11
Virgin Mobile 10
TalkTalk 7
Industry average5
EE 3
Three 3
O2 3
Tesco 1

Due to the way data is compiled, BT and Vodafone are comparable, as are Vodafone and Virgin.

Pay-TV complaints per 100,000 customers

Pay TV complaints per 100,000
 
BT 18
TalkTalk 10
Virgin 9
Industry average5
Sky 2

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