Report: Choosing the best broadband, mobile and landline provider

18 May 2022

This is Ofcom’s sixth annual report on how customer service levels compare across the telecoms industry. 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 landline providers, this report allows people to look beyond price and see what level of service they can expect from different providers. It also acts as an incentive for providers to improve their level of customer service.

This report covers customers’ experiences in 2021 amid the continued impact of the Covid-19 pandemic. Overall customer satisfaction levels were high, in particular for mobile, and it is also pleasing that complaints to Ofcom fell for most providers in 2021. However, for some aspects of customer service it was another challenging year: some customers continued to experience lower levels of service quality at times and service levels did not return to 2019 levels across the industry.

Full report

Interactive report

Annexes

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