This is Ofcom’s fourth annual report on how service levels compare in telecoms.
We publish it to help people make informed decisions about which provider is best for them as part of our work to ensure fairness for customers.
By shining a light on the performance of the UK’s main mobile, broadband and home phone providers, this report allows people to look beyond the price and see what level of service they can expect from different providers. It also acts as an incentive for providers to improve their customer service.
This report covers customer experiences in 2019 and customer satisfaction levels in January 2020, before the Covid-19 pandemic came to the UK. The pandemic is likely to have affected the levels of service received by telecoms customers (in areas such as new services and repair times) and this impact will be covered in our next annual report, to be published in 2021.
This is an amended version of the report first published on 21 August 2020. It now includes more comprehensive data relating to BT’s total loss of service faults. This replaces the smaller sample of said data in the original version of the report.