UK’s ‘worst’ broadband exposed – is your internet provider bottom of the list?

Posted on : October 20, 2023
UK’s ‘worst’ broadband exposed – is your internet provider bottom of the list?

The latest stats are in and they show one broadband provider is falling behind the rest of the pack. UK telecoms regulator Ofcom’s newest report has revealed Vodafone is the most complained about broadband company, with 24 complaints per 100,000 customers countrywide.

The stats cover from April to June this year, with Voda ahead of TalkTalk as the second most complained about internet service provider (ISP) with 18 complaints per 100,000, followed by Virgin Media with 15.

Ofcom described the rise in moans about Vodafone as “substantial”, with 39% of all grievances against the telco relating to faults, service, and getting services connected.

“We work alongside providers to help make sure they improve their performance and acknowledge Vodafone is taking steps to identify and address the increased volume of complaints during this period,” Ofcom said.

Vodafone fared a little better with complaints about its landline services, only racking up 8 per 100,000 – second to the joint most-complained about landline providers TalkTalk, Shell Energy, and Virgin Media, which each received 10 complaints per 100,000.

Popular ISP Sky was happy to see it be recorded as the least complained about company in the report for both broadband and landlines, with just five and two complaints per 100,000 respectively.

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“To record the lowest level of complaints in broadband, landline, mobile and pay-TV is an impressive achievement and one which Sky should be proud of,” said industry analyst Kester Mann, CCS Insight. “It reflects its continued strong levels of investment and focus on customer care, which is emerging as an important differentiator for providers in the mature and competitive UK market.”

“We are proud of our customer service teams – it is thanks to their high standards and hard work we have achieved this yet again,” said Stephen van Rooyen, CEO, Sky UK & Ireland.

Ofcom said complaint levels were about the same as the previous three months, but up on the same time last year. 

Here are the full results for broadband complaints per 100,000 to Ofcom from April to June 2023:

  • Vodafone – 24
  • TalkTalk – 18
  • Virgin Media – 15
  • Shell Energy – 13
  • BT – 13
  • NOW Broadband – 13
  • Plusnet – 11
  • EE – 7
  • Sky 5

Here are the full results for landline complaints per 100,000 to Ofcom from April to June 2023:

  • TalkTalk – 10
  • Shell Energy – 10
  • Virgin Media – 10
  • Vodafone – 8
  • NOW Broadband – 7
  • BT – 7
  • Plusnet – 7
  • EE – 6
  • Sky – 2

Meanwhile the report also detailed complaints about pay monthly mobile providers and pay TV services. BT won’t be happy with the results, as BT Mobile was the most complained about mobile provider with eight complaints per 100,000, while 10 per 100,000 official grumbles were directed at BT’s TV service.

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Sky will be popping some bottles, as it yet again came out on top with only two complaints per 100,000 for both mobile and TV.

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