Choosing the best mobile, broadband and landline provider


We want everyone to get the best from their phones and broadband.

We have collected information from people, businesses and providers to build a picture of service quality in the UK today.

Search using the tables below to see how the UK's main mobile, broadband and home phone providers have performed.

More details on definitions and methodology can be found in our full Comparing Customer Service report.

What service are you looking for?


Mobile

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Other things to consider when choosing a mobile provider

Provider Satisfaction with 
service overall (average 90%)
Satisfaction with value for money (average 83%) Customers with a reason to complain (average 10%) Overall satisfaction with complaint handling (average 57%) Ofcom complaints per 100,000 subscribers (average 13) Average call waiting time (MM:SS) (average 02:07)
BT N/A  N/A  7% N/A 16          0:46 
EE 92%  80%  9%  56%  6 2:09
Giffgaff 93% 95% 5% 57% N/A N/A
ID Mobile N/A N/A 5% N/A 15 0:56
O2 91% 79% 7% 62% 8 2:17
Sky N/A  N/A  5% N/A  6 2:33
Tesco Mobile 91% 90% 7% 55% 3 3:39
3 86% 88% 13% 56% 23 1:03
Virgin Mobile 88% 84%* 13% 56% 25 6:44
Vodafone 90% 77% 16% 55% 20 1:56

*Satisfaction with value for money: Virgin Mobile had a low base size (88) and associated wide margin of error, so results should be treated as indicative only.

Note: Where a provider has a lower base size (noting that a provider’s base size reflects its share of the relevant market), it is possible that despite a result the same as, or close to, that of the sector average and/or other providers, it is not statistically the same. This is due to a wider margin of error. For example, this applies to BT and iD Mobile’s reason to complain scores. These providers’ scores have a wider margin of error when compared to O2, Tesco Mobile and Sky. Hence the results for BT and iD Mobile, while the same as those reported by these other providers, are not marked as significantly different to the average.

Results are marked ‘N/A’ where market share is below 4%, or where the sample size is too low for a finding to be included i.e. less than 50. See Annex 1 and 2 for further details on provider base sizes and significance testing. See Annex 3 for complaints to Ofcom and average call waiting times methodologies.


Broadband

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Other things to consider when choosing a broadband provider

Provider Satisfaction with 
service overall (average 80%)
Satisfaction with speed of service (average 79%) Customers with a reason to complain (average 26%) Overall satisfaction with complaint handling (average 52%) Ofcom complaints per 100,000 subscribers (average 50) Average call waiting time(MM:SS) ( average 04:09)
BT 80% 80% 23% 55% 50 3:28
EE 82%  78%  30%  47% 20 1:15
KCOM N/A N/A N/A N/A N/A 3:19
Plusnet 81% 75% 24% 47% 69 4:52
Post Office N/A* N/A N/A N/A 61 1:59
Sky 80% 80% 24% 59% 23 3:21
TalkTalk 77% 71% 24% 47% 81 1:46
Virgin Mobile 80% 82% 29% 48% 69 7:40
Vodafone N/A N/A 32% N/A 103 3:25

*In March 2021, Post Office completed the sale of its broadband and landline services to Shell Energy and exited the telecoms market.

Note: Where a provider has a lower base size (noting that a provider’s base size reflects its share of the relevant market), it is possible that despite a result the same as, or close to that of the sector average and/or other providers, it is not statistically the same. This is due to a wider margin of error. For example, in the broadband sector this applies to EE and Plusnet’s satisfaction with complaint handling. These providers’ scores have a wider margin of error when compared to TalkTalk. Hence the results for EE and Plusnet, while the same as TalkTalk, are not marked as significantly different to the average. Results are marked ‘N/A’ where market share is below 4%, or where the sample size is too low for a finding to be included i.e. less than 50. See Annex 1 and 2 for further details on provider base sizes and significance testing. Call waiting times are calculated for landline and broadband service together. See Annex 3 for complaints to Ofcom and average call waiting times methodologies.


Landline

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Other things to consider when choosing a landline provider

Provider Satisfaction with 
service overall (average 77%)
Customers with a reason to complain (average 7%) Overall satisfaction with complaint handling (average 53%) Ofcom complaints per 100,000 subscribers (average 35) Average call waiting time (MM:SS) (average 04:09)
BT 78% 9% 56% 29 3:28
EE 81%  8%  48% 12 1:15
KCOM N/A N/A N/A N/A 3:19
Plusnet 78% 5% 48%* 52 4:52
Post Office N/A** N/A N/A 41 1:59
Sky 79% 6% 54% 16 3:21
TalkTalk 82% 7% 50% 59 1:46
Virgin mobile 69% 7% 50% 45 7:40
Vodafone N/A 9% N/A 55 3:25

*Satisfaction with complaints handling: Plusnet had a low base size (89).
** In March 2021, Post Office completed the sale of its broadband and landline services to Shell Energy and exited the telecoms market.

Note: Where a provider has a lower base size (noting that a provider’s base size reflects its share of the relevant market), it is possible that despite a result the same as, or close to, that of the sector average and/or other providers, it is not statistically the same. This is due to a wider margin of error. For example, in the landline sector this applies to Vodafone’s reason to complain score, as this provider has a wider margin of error when compared to BT. Hence the results for Vodafone, while the same as BT, are not marked as significantly different to the average. Results are marked “N/A” where market share is below 4%, or where the sample size is too low for a finding to be included i.e. less than 50. See Annex 1 and 2 for further details on provider base sizes and significance testing. See Annex 3 for complaints to Ofcom and average call waiting times methodologies.


Other things to consider when choosing a mobile provider

Will I get a signal?

Signal strengths varies from place to place and provider to provider, and is affected by things like distance from the mast and whether there are any buildings or geography in the way. To check what signal you’re likely to receive in the places you live and work, you can look at Ofcom’s mobile coverage checker.

How much will it cost?

The price of a mobile service can vary according to provider, how much data or how many text/minutes you need, any extra features, the length of the contract, and whether you are buying a handset too. It’s important to think about the monthly cost as well as any upfront charges.

One way to decide if the price is right for you is to use a price comparison website. Ofcom accredits price comparison services that are transparent, accessible, accurate, comprehensive and up to date, and all our members must list their deals from cheapest to most expensive (across the whole contract). See a list of accredited websites.

Broadband, phone and pay-TV customers must be told about their provider’s best deals when their initial contract is coming to an end, and every year after that if they remain out of contract. See more information on these notifications.

Other things to consider when choosing a broadband provider

How much will it cost? Can I get landline and TV?

The price of a contract can vary, according to provider, the type of technology used to deliver the service, the headline speed of the package, any extra features or bundled products, the length of the contract, and whether there are installation fees. It’s important to think about the monthly cost as well as any upfront charges.

One way to decide if the price and package is right for you is to use a price comparison website. Ofcom accredits price comparison services that are transparent, accessible, accurate, comprehensive and up to date, and all our members must list their deals from cheapest to most expensive (across the whole contract). See a list of accredited websites.

What speed will I get?

It’s impossible to know exactly what speeds you will experience because it can be affected by many things. Providers who are signatories to the broadband speeds codes of practice will give you a speed estimate on their website and at the point of sale. Price comparison websites can also tell you what speed tiers are available in your area, and Ofcom’s broadband coverage checker will indicate what maximum speed you might get.

Other things to consider when choosing a landline provider

How much will it cost?

The price of a contract can vary, according to provider, any extra features, the length of the contract, and whether there are installation fees. It’s important to think about the monthly cost as well as any upfront charges.

If you are buying broadband as well, it’s usually cheaper to buy them together than separately. If you’re just buying a landline, we have advice on choosing the right service.

One way to decide if the price is right for you is to use a price comparison website. Ofcom accredits price comparison services that are transparent, accessible, accurate, comprehensive and up to date, and all our members must list their deals from cheapest to most expensive (across the whole contract). See a list of accredited websites.

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