Complaints revealed: Regulator Ofcom reveals best and worst performing broadband and mobile firms

Oliver Gill
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Complaint figures fell on average in the second quarter of 2017 (Source: Getty)

The UK's telecoms regulator today revealed which firms are on its customer service naughty list.

Ofcom published the number of complaints it receives across broadband, mobile, pay TV and landline.

BT received the highest number of complaints about its broadband service and was joined by Vodafone at the top of the worst performing list mobile network. BT was also the most complained about TV provider.

Average complaint numbers fell across all four of the sectors. Broadband complaints fell from 21 per 100,000 to 18 per 100,000.

Tesco continued to excel, being the least complained about mobile firm. Sky was bottom of the complaint rankings for both TV, broadband and landline services.

Read more: Ministers free up £645m to roll out superfast broadband in remote areas

A spokesperson for BT said the telecoms giant has invested in improving service, this included hiring 2,200 extra staff to help answer calls. More than 80 per cent of calls to BT are being answered in the UK and Ireland.

“Customers are seeing an improvement as our multi-million-pound investment takes effect and, whilst we know we can do better, our complaint levels are showing improvement across broadband, landline and pay-tv this quarter. Ofcom acknowledges that complaints to Ofcom are only one way to measure customer service and that to get a full picture of the customer experience, you need to look across a broader range of measures," the BT spokesperson said.

The Ofcom statistics cover the three months to the end of June. BT was top of the rankings for Broadband and Pay TV during the previous quarter.

Read more: Revealed: The UK's broadband is ranked below Estonia, Latvia and Spain


Provider Second quarter 2017 First quarter 2017
BT 28 34
TalkTalk 24 29
Plusnet 20 25
Average 18 21
EE 15 24
Virgin Media 13 13
Sky 7 8

Complaints per 100,000 (Source: Ofcom)


Provider Second quarter 2017 First quarter 2017
Vodafone 11 17
BT 11 N/A
TalkTalk 9 8
Virgin Mobile 7 8
Average 5 6
Three 3 3
O2 3 4
EE 3 4
Tesco 1 <0.5

Complaints per 100,000 (Source: Ofcom)

Pay TV

Provider Second quarter 2017 First quarter 2017
BT 13 19
Virgin Media 8 9
TalkTalk 6 7
Average 4 5
Sky 1 2

Complaints per 100,000 (Source: Ofcom)


Provider Second quarter 2017 First quarter 2017
Post Office 17 21
TalkTalk 16 22
BT 15 20
Plusnet 14 21
Average 12 16
Virgin Media 11 12
EE 10 19
Sky 6 7

Complaints per 100,000 (Source: Ofcom)

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