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24 Jan 2020

Vodafone tops Ofcom complaints for both mobile & broadband

The popular provider received above-average levels of customer complaints

Vodafone has been named the worst telecoms provider for customer service in Ofcom's latest complaints report, covering July to September of last year.

Ofcom 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, although Vodafone received above-average numbers alongside other big names, including Virgin Mobile, Plusnet and TalkTalk.

Read our overview of the best mobile phone providers and best broadband providers to see which came top in our own extensive surveys.

Best and worst broadband providers

Of the providers included in Ofcom's analysis, Vodafone was the broadband provider causing the most complaints: it topped the table with 26 complaints per 100,000 subscribers. By comparison, the industry average was 14 complaints per 100,000 subscribers.

More than a third of the complaints about Vodafone's broadband related to faults, service and provisioning issues, while a quarter were around handling of complaints.

Plusnet and TalkTalk shared second place, both receiving 22 complaints per 100,000 subscribers. Of the providers included in Ofcom's analysis, EE and Sky received the lowest volume of complaints: both received just five complaints per 100,000 customers.

Broadband providerNumber of complaints (per 100,000 customers)
Virgin Media20
Post Office10

Natalie Hitchins, Which? Head of Home Products and Services, said:

'It is simply not good enough that broadband customers are still suffering from so many problems with their providers. With faults, service and provisioning issues making up nearly a third of these complaints, suppliers should now be dishing out automatic compensation - and Ofcom should take them to task if this is not the case.

'Out of contract customers are most likely to be paying too much for their broadband service, so those who are unhappy should contact their provider or look to switch. End of contract notifications, set to be introduced next month, should help customers know when to ditch deals they're unhappy with and go elsewhere.'

When we surveyed more than 8,000 Which? members about their broadband provider, only two companies were awarded five stars for their customer service and technical support. Compare all of the big providers on service, broadband speed, connection reliability and value for money using our broadband provider reviews.

Sick of poor customer service from your provider? Use Which? Switch broadband to find a new one.

Best and worst mobile networks

The industry-average number of complaints for pay-monthly mobile services was much lower than for broadband, at just four complaints per 100,000 customers.

Vodafone also topped the table here, with seven complaints per 100,000 customers, although this was matched by Virgin Mobile. Customers of both network providers were most likely to complain to Ofcom about the complaints-handling of their provider.

Tesco Mobile was the provider that got the fewest complaints in Ofcom's list, receiving just one complaint per 100,000 customers.

Pay-monthly mobile providerNumber of complaints (per 100,000 customers)
Virgin Mobile7
BT Mobile5
Sky Mobile4
iD Mobile4

In our survey of more than 6,000 Which? members, five major mobile networks were awarded poor scores for their customer service. One of the UK's largest providers earned a measly one star rating. See how all of the providers compare in our mobile phone network reviews.