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Ofcom reveals the mobile and broadband providers with most complaints

Research shows too many customers still get poor service from their provider

TalkTalk and Vodafone have the dubious honour of topping Ofcom’s table of the most complained about broadband and mobile providers in the third quarter (July to September) of 2017.

The data was collected from calls Ofcom received from customers who had contacted them to complain about the service they were getting, and includes broadband and mobile providers.

While overall broadband and pay-monthly mobile complaints figures remained the same as the previous quarter, both Which? and Ofcom believe providers should be doing more to deliver a better service.

Alex Neill, Which? Managing Director of Home Services said: ‘The speed and reliability of service customers get from their broadband really matters, but our research shows that far too many are still getting a poor service from their provider.

‘The major players still have a long way to go to improve their service, so if you’re unhappy with your broadband, complain and look to switch if it doesn’t improve.’

Broadband results

TalkTalk topped the list of most complained about broadband providers in Q3 2017 with 30 complaints per 100,000 subscribers, sitting well above the industry average of 18 calls per 100,000 subscribers. Plusnet and BT were the other two providers above the industry average, scoring 27 and 25 complaints per 100,000 respectively.

Of the providers monitored, Sky received the fewest amount of complaints with seven per 100,000 subscribers, more than four times fewer than TalkTalk.

TalkTalk customers’ main complaints to Ofcom concerned issues related to a fault or their service. This was closely followed by calls about their complaints handling and about TalkTalk’s billing, prices and charges.

If you are having problems with your broadband provider, find out how to complain.

Pay-monthly mobile results

Vodafone was the most complained about mobile network provider, continuing an unwanted trend dating back to 2015. BT, TalkTalk Mobile and Virgin also generated more complaints than the industry average of five per 100,000 subscribers.

However, the complaints data for pay-monthly mobile providers suggests that the majority of mobile providers are generating fewer complaints across the board. This is highlighted by Tesco Mobile, who received only one complaint per 100,000 subscribers between last July and September, maintaining a low trend.

Vodafone customers’ main complaints to Ofcom concerned issues of billing, pricing and charges, followed by complaints handling and issues relating to a fault or their service.

If you are unhappy with the amount of money you are paying for your mobile phone contract, find out how to haggle for the best mobile deal.

How we rate broadband and mobile providers

At Which?, we run our own surveys to determine what customers think about the service offered by broadband providers. Our detailed analysis of the speed, reliability, value for money, customer service and support can help you make an informed decision before you buy. Read our guide to the best broadband providers for more.

We also rate mobile network companies on customer service, value for money, what incentives they offer and how easy they are to get hold of when things to wrong. Find out who we believe are the best mobile networks around today.

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