Ofcom, the telecoms regulator, has named Shell Energy Broadband and Virgin Mobile the worst providers for customer service in its latest report on complaints in the telecoms sector, covering January to March of this year.
The regulator uses a combination of interviews with customers and information given by providers to produce its league table of results. Overall levels of complaints were similar to those in the previous quarter.
However, there are still large differences between providers - particularly in the broadband market. These findings support our research that shows that some providers simply don't stack up when it comes to customer service, reliability and value for money.
Search now for faster, more reliable broadband servicesSee how much you could save
According to Ofcom, was the broadband provider that caused the most complaints, topping the table with 22 complaints per 100,000 customers - it was also the most-complained about provider across all of the sectors Ofcom monitors. Shell Energy Broadband customers' complaints were usually due to issues with faults and provisioning.
|Broadband provider||Number of complaints per 100,000 customers|
|Shell Energy Broadband||22|
When we surveyed over 4,000 broadband customers about their provider, four out of 14 companies received four stars for customer service and only one earned four stars for its technical support. Compare all of the big providers on everything from service to broadband speed and value for money using our .
The industry average number of complaints for mobile phones was much lower for pay-monthly mobile phone providers than for broadband, at just two complaints per 100,000 customers.
Here, took the top spot in Ofcom's league table with four complaints per 100,000 customers. Virgin Mobile customers were most likely to complain about their provider's complaints handling. , and also had above-average levels of complaints, with each receiving three complaints per 100,000 customers.
|Pay-monthly mobile phone provider||Number of complaints per 100,000 customers|