Tuesday 23 July 2019 2:03 pm

Ranked: These are the UK's worst broadband and mobile firms

Plusnet has topped a list of highest number of complaints for a broadband provider for the second quarter in a row.

The Sheffield-based telecoms firm received 31 complaints per 100,000 customers between January and March, according to figures published today by regulator Ofcom.

Read more: Which telecoms companies have the worst customer service?

Plusnet was also the most complained-about provider for landline services, with 24 complaints per 100,000 customers.


Overall, however, the number of complaints about broadband and landline fell over the quarter.

Broadband

ProviderComplaints (per 100,000 customers)
Plusnet31
Vodafone30
Talktalk24
BT15
Industry average13
Virgin Media10
Post Office8
Sky5
EE5

For mobile services, Vodafone and Virgin Mobile topped the complaints chart, both scoring six per 100,000 customers.

Ofcom said the most common reasons for complaints were problems with billing, pricing and changing providers.

Dani Warner, broadband expert at uSwitch, described Plusnet’s track record for customer service as “disappointing”.

“Overall, however, the bigger picture presents a better story, with fewer complaints about both mobile and broadband providers across the board,” he said.

A Plusnet spokesperson said: “We’re very sorry as we know this isn’t the service our customers have come to expect from us. We are committed to continuing improving our service and the most recent data shows we have taken a big step forward.”

Mobile

ProviderComplaints (per 100,000 customers)
Vodafone6
Virgin Mobile6
BT Mobile5
Industry average3
Sky Mobile3
Three3
O22
iD Mobile2
EE2
Tesco Mobile1

Mark Pocock, home communications expert at Broadband Choices, said the figures did not make good reading for Vodafone either.


Read more: Telecoms bosses warn of risks to 5G rollout

“With Vodafone investing so much into 5G at the moment, it begs the question: Are they doing enough to keep their existing customers happy?”

A spokesperson for Vodafone said: “The latest Ofcom scores reflect the continued improvements and investment we have made in the last few years in our customer services for our mobile services.

“We’re also the UK’s fastest growing broadband provider. Whilst this high level of growth has resulted in some issues with our processes, we’re committed to fixing these. “

Main image credit: Getty

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