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30 Jan 2019

Vodafone and Virgin receive the most complaints in latest Ofcom results

New research by the regulator highlights the issues customers are facing with their broadband, mobile and TV providers

Vodafone is the most complained-about broadband and landline provider, with Virgin being the most complained-about pay-monthly mobile and paid-TV provider, according to the latest telecoms complaints data by regulator Ofcom.

The results, which coverJuly to September 2018, also show thatSky continues to be the least complained-about provider for broadband, landline and paid-TV services, with Tesco Mobile being theleast complained-about pay-monthly mobile provider.

Find out who we rated as the best broadband providers, thebest mobile providersand thebest broadband and TV providers for 2019.

Best and worst performing broadband providers

In its first appearance in the Ofcom league tables, Vodafone received the most complaints, obtaining 27 per 100,000 subscribers. In a surprise turn, this has meant that regular table-topperTalkTalk has dropped to second in the table, with 23 complaints per 100,000 subscribers.

The main issue customers had with Vodafone was difficulty around changing provider. This was followed by how it handled complaints and faults, service and provision issues.

Vodafone and TalkTalk are joined by BT and Plusnet as having received above-average complaints, generating 22 and 21 complaints per 100,000 subscribers respectively, far above the industry average of 15 complaints per 100,000 subscribers

Post Office is the other newcomer in the survey and managed to obtain below-average complaints, generating nine per 100,000 subscribers.

Best and worst performing pay-monthly mobile providers

Virgin Mobile continued its run at the top of the complaints table for pay-monthly mobile providers, generating 11 per 100,000 subscribers.

Driving the majority of gripes about Virgin Mobile was its complaints-handling service, followed by issues with billing, prices and charges, and changing provider.

BT Mobile and Vodafone also received an above-average amount of complaints, with both generating eight per 100,000 subscribers, four more than the industry average of four.

Tesco Mobilecontinues its long-running streak as the least complained-about pay-monthly mobile provider, generating just one complaint per 100,000 subscribers.

Commenting on the latest set of results, Alex Neill,Which? Managing Director of Home Services, said:

'Customers continue to suffer with problems ranging from slow speeds to unexpected price hikes and connection dropouts - and to make matters worse, our research has shown that long-standing customers are most likely to be overpaying for shoddy broadband service.'

'No one should accept getting a bad deal - there are big savings to be made for those who haggle or make the switch to a new provider.'

Which? is supporting Ofcom's Boost your Broadband campaign, which is aiming to help get you the best broadband to suit your needs.

Use Which? Switch to find a great-value broadband provider

Many loyal customers pay a premium for not switching. Often, customers can get faster speeds and save a sizeable sum of money as introductory superfast fibre broadband prices can be cheaper than the standard price that people pay for their slower ADSL broadband.

Our analysis of broadband deals found loyal consumers could be paying an average of 15% more than a new customer - but in some cases, the price increase could be as great as 89%.

We've recently launched Which? Switch Broadband as a way for consumers to find the best prices on broadband deals, and also take advantage of exclusive offers including vouchers and reward cards worth up to £140.

Find out how much you could save on broadband today withWhich? Switch Broadband.