The latest Ofcom report said complaints about fixed broadband, landline, and pay-monthly mobile decreased and complaints about pay-TV stayed the same in the quarter from April to June (Q2 2024).
Fixed broadband providers
NOW Broadband generated the most fixed broadband complaints. Complaints about NOW Broadband fell from the previous quarter. Customer complaints were primarily driven by how their complaints were handled.
NOW Broadband (18 broadband complaints per 100,000 customers), Virgin Media (15), EE (14), Vodafone (12), BT (10), TalkTalk (10), Plusnet (6) and Sky (6) were the fixed broadband providers which received complaints from customers. The least complained about fixed broadband provider was Sky.
Ofcom said 35 percent of broadband customers have complaints about faults and service provisioning, 31 percent about complaints handling, and 19 percent about billing, pricing and charging.
Landline providers
EE (15), NOW Broadband (10), Virgin Media (8), BT (7), TalkTalk (5), Plusnet (5), Vodafone (3), Sky (2), Utility Warehouse (0) were top landline providers, which have received customer complaints.
Ofcom said 30 percent of the complaints were about complaints handling by landline providers, 30 percent about faults and service provisioning, and 22 percent about billing, pricing and charging.
EE was the most complained about landline provider. Complaints about EE saw an increase from the previous quarter. Customer complaints were mainly due to issues with faults, services and provisioning.
Utility Warehouse generated the least landline complaints.
Pay-monthly mobile providers
O2 (8), Three (3), iD Mobile (3), Sky Mobile (2), Vodafone (2), EE (2) and Tesco Mobile (1) were the top pay-monthly mobile providers which have received complaints from consumers.
Ofcom said 28 percent of the complaints were about complaints handling by pay-monthly mobile providers, 26 percent about faults and service provisioning, and 21 percent about billing, pricing and charging.
The most complained about pay-monthly mobile provider was O2. Customer complaints were primarily driven by how their complaints were handled.
EE, Tesco Mobile and Vodafone were the least complained about pay-monthly mobile providers.
Pay-TV providers
EE (9), Virgin Media (9), TalkTalk (2), and Sky (1) were the top pay-TV providers, which have received the maximum number of consumer complaints.
EE and Virgin Media were the most complained about pay-TV providers.
Sky and TalkTalk were the least complained about pay-TV providers.
Ofcom said 38 percent of the complaints were about complaints handling by pay-TV providers, 20 percent about faults and service provisioning, and 24 percent about billing, pricing and charging.
Baburajan Kizhakedath
