Revealed: the UK broadband complaints list

Ofcom Broadband Complaints ListOfcom Broadband Complaints List

Of all the broadband suppliers in the country, BT received the most complaints in the third quarter of the year. According to the latest Ofcom report, the telecoms giant were sent 36 complaints for every 100,000 of their broadband customers. That’s significantly higher than the industry average of 20.

What’s more, second and third place on the broadband complaints list went to Plusnet and EE respectively – both of which are BT owned brands. Plusnet received 30 complaints per 100,000 customers, while EE got 26.

Ofcom say the complaints they received include issues surrounding broadband coverage, speeds and restrictions of service by the provider.

TalkTalk received 19 complaints per 100,000 customers, followed by Virgin Media with 11 and Sky with just 7. While TalkTalk learned from their mistakes and reduced the number of complaints received between the second and third quarters of the year, the performance of all three BT brands got worse.

Lindsey Fussell, director of Ofcom’s consumer group said in a statement: “We won’t stand for complacency when it comes to customer service. We expect providers to make it a top priority and work hard to better serve their customers.”

She added: “If companies let their customers down, we will step in and investigate, which can lead to significant fines.”

BT have responded to the Ofcom report by blaming a series a large broadband outages for the figures. A BT spokesman said: “We apologise to customers we’ve let down. BT cares about the service it gives to customers and we know we need to do better.”

He added: “There were a couple of exceptional broadband outages during the period in question which undoubtedly influenced the broadband figures.”

Despite this, it hasn’t exactly been plain sailing for the company in the final quarter of 2016. BT-owned Plusnet are being investigated for billing users ‘after their service has been cancelled.

Virgin Media came out of the third quarter looking good, but their regular outages over the Christmas period could influence their future figures.

The Ofcom report covering complaints for the final quarter of 2016 is expected in March.

About the Author

Jack Henry
Jack is a seasoned journalist across multiple industries. He writes predominantly on regulatory news at Broadband London.

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