The best and worst companies in Britain for broadband, TV, mobile and landline
Vodafone is the most widely reported mobile, fixed and broadband provider, as new data revealed.
It is the second consecutive report in which it has been classified as the worst telecommunications company for broadband: the majority of customer complaints are related to failures, service and installation problems, according to Ofcom.
The watchdog has published the latest tables in the league about the complaints he has received about the main British residential telephony, broadband, mobile phone and pay-TV companies.
It was discovered that TalkTalk was the next most reported landline provider, closely followed by Plusnet, both with an average of 17 complaints per 100,000 customers.
Voda-groan: Vodafone was the telecommunications company that complained the most about broadband, landline and mobile phone.
Ofcom reveals that companies complain more every three months by observing how many complaints were filed per 100,000 customers.
He revealed that there was a small increase in the number of complaints he received for broadband, mobile telephony and pay-TV compared to the last quarter; fixed service figures in general remained the same.
While Vodafone received the most complaints, EE and Sky attracted the least number of complaints among broadband providers, and both obtained an average of five per 100,000 customers.
Vodafone also received the majority of complaints for fixed telephone providers with TalkTalk and Plusnet following them closely, according to data from July to September 2019.
Ofcom has revealed the most denounced telecommunications companies for different sectors.
Vodafone was the company that complained the most about mobiles, while Virgin is the worst for pay-TV
The handling of complaints was the biggest problem with respect to TalkTalk. In comparison, EE attracted the least number of complaints among fixed telephone providers.
For mobile service providers, Vodafone and Virgin Mobile were the ones who complained the most and the main reason was the handling of complaints.
A spokesperson for Virgin Media said: “We are fully committed to improving the experience of our customers and, together with a renewed strategy and approach, we are investing to provide the best service.”
A spokesman for Vodafone said: ‘Long-term trends in the number of complaints are improving and we are paying full attention to home broadband customer service.
“This includes our technical teams that work closely with our infrastructure partner to solve any failure in the broadband street cabinet as quickly as possible.”
Change: Graph that shows how complaints have changed in each sector in the last four years.
At the other end of the table, Tesco Mobile was the mobile service provider with the least monthly payments with a single complaint for every 100,000 customers.
Virgin Media continued to be the most denounced pay-TV provider, and handling complaints was the main reason.
There were an average of 14 complaints per 100,000 customers, followed closely by BT with 12.
Sky continued to attract the least amount of complaints for pay-TV.
Fergal Farragher, director of consumer policy at Ofcom, said: ‘People have never had more options in the telephony and broadband markets.
‘It has never been so easy to change your service. Therefore, companies that do not prioritize a great service could see that customers leave them for others who do. ‘
How landline complaints have changed in recent years, showing a substantial decrease
How broadband complaints have changed in recent years, showing a significant decrease
Jodi Hamilton, director of relations at Ombudsman Services, which investigates unresolved telecommunications complaints, added: “ Customer service and complaint handling are key battlegrounds in the fight to retain and attract customers in the telecommunications sector. ultra competitive
‘We work with communications providers that belong to our scheme to help them improve the handling of their complaints, for the benefit of consumers.
‘Any consumer with a broadband, mobile or landline problem should contact their provider in the first instance.
“If the company cannot resolve the complaint within eight weeks, we could help.”
However, there was also concern from experts that there were not enough people complaining about the problems they had encountered.
Richard Neudegg, head of regulation at uSwitch, said: ‘Complaints about mobile, broadband and landline to Ofcom have fallen to record lows in the last decade, so it is disappointing to see a slight increase this time.
“We hope this is not a sign that telecommunications providers have stopped paying attention, as there is still room for improvement.”
‘If you are not satisfied with the service you are paying for and do not have a contract, it is easy to change to a better deal.
‘Feel free to complain to your provider. If you have a problem or are not satisfied with the service you are paying, let them know.
“If you are still not satisfied, you can take your complaint to the appropriate ombudsman services, who will review your case without charge.”
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