Ofcom reveals best and worst telecoms customer service

Ofcom reveals best and worst telecoms customer service

Wednesday, 1 May, 2019

Ofcom’s latest report shines a light on our major broadband and phone companies’ overall performance when it came to customer service satisfaction.

In total Ofcom found that 83% of broadband customers were satisfied with their service. This was similar to last year’s 80% and while 13% had a reason to complain last year this was an improvement from the previous 15% in 2017.

Similarly, 93% of mobile customers were satisfied with their overall service and again an improvement from the previous 91% while only 3% said they were dissatisfied.

In an encouraging sign of the times, complaints to Ofcom concerning broadband companies fell by a significant 23%. Down from 75 complaints per 100,000 to 58 per 100,000 in 2018. In fact, most companies ended 2018 better than or the same at the start of the year.

One blot on this feel-good scenario is that complaints against BT-owned Plusnet more than doubled in the last quarter of 2018. This was attributed to the company’s one-off experience with a new billing system it had launched.

And the survey found that TalkTalk scored consistently below the industry average on several measures. Ofcom found that its broadband customers were less likely to be satisfied with their overall service and consequently were less likely to recommend TalkTalk to a friend.

TalkTalk customers were also more likely to have a reason to complain and less likely that their complaint will be resolved. And as a consequence, TalkTalk customers were less likely to be satisfied with how their complaint was handled.

Complaints against mobile companies also fell over the year by 15%. This saw a fall from 20 complaints per 100,000 to 17 per 100,000.

2018 saw Sky Mobile included in Ofcom’s league table for the first time and Sky entered with the fewest complaints. This means that Sky is now the least complained about company across all four services, broadband, landline, mobile and pay TV.

And Ofcom has been busy on our behalf. In the last 12 months they have introduced money-back for broadband and landline customers. Ofcom has insisted that companies must now give clear and honest information on what speeds broadband customers will get before they commit to a contract.

From now on there is a price cap on 118 directory enquiry numbers and from July it will be easier for mobile customers to switch providers.

Ofcom has also set out plans to make companies tell people when their contracts are coming to an end and what are the best deals available. Likewise, Ofcom is reviewing broadband companies’ pricing practices. In particular why some are paying more than others and finally how mobile operators charge for handsets when they are bundled with airtime.

TG Bamford author picture

By:

A veteran freelance journalist writing extensively on internet news and cybersecurity.

News What's the story?

Keep up with the latest developments in UK broadband.

UK 5G network goes live – are you up to speed?

Here's everything you need to know about the new mobile broadband network.

UK 5G network goes live – are you up to speed? Read more

TalkTalk offers exclusive £80 reward to new fibre customers

The huge bonus is available to anyone signing up for a 'Faster Fibre' bundle through BroadbandDeals.co.uk

Read more

TikTok ‘gifts’ empty kids piggy banks

Children are most vulnerable to 'influencer' donation pleas

Read more

Netflix ruins 90’s cartoon, enrages internet

The streaming giant came in for criticism for 'straightwashing' Japanese cult classic anime.

Read more

Porn-block pushed back by clerical errors

Further delays to the child-protection measure, with the process mocked as an 'utter shambles'.

Read more

How to watch Wimbledon online for free

How to make sure you don't miss out on the action from your favourite sports stars.

How to watch Wimbledon online for free Read more

Fast fines for ISPs could end the “Loyalty Penalty”

But could the proposed measures mean worse deals for those who shop around?

Read more

Boris Johnson mocks full-fibre roll-out plans

The likely next PM boasts plans to beat current targets by 8 years, but is it all just hot air?

Read more

Broadband and phone companies to put Fairness first

Telecoms providers commit to raising standards.

Read more

UK to get legal right to decent and affordable broadband

New legislation will ensure minimum speeds for every UK household.

Read more

GDPR – One year on

The landmark legislation gave people the ‘right to know’ when their data had been hacked.

Read more

Help Learn with us

Make the most of the internet with our broadband library.

How to childproof your home broadband

How to childproof your home broadband Read more

Why Ofcom’s USO is more than pie in the sky

Read more

Protecting your small business against cyber attacks

Read more

Could 5G end fixed-line home broadband?

Read more

How broadband availability varies across the UK

Read more

Which social media platforms should I be on?

Read more

Will you get online on holiday?

Stay connected during your get-away.

Will you get online on holiday? Read more

Make the most of your broadband overnight

Read more

The main causes of slow internet connections

Slow broadband can be more than just an irritant - but what causes it, and what can we do to fight back?

Read more

Do you need to ramp up your broadband controls?

Read more

The different types of home computer

Read more
Back To Top