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Ofcom List the Naughtiest UK Mobile, Phone and Broadband ISPs – Q4 2015

Wednesday, March 30th, 2016 (11:00 am) - Score 2,336
complaint UK consumer broadband isp and phone gripes

The telecoms regulator has released their latest complaints report to the end of 2015, which reveals what mobile, TV, phone and broadband providers in the United Kingdom attracted the most consumer complaints. EE topped the naughty list for broadband, while TalkTalk dominated for fixed line phone gripes.

Ofcom receives nearly 300 telecoms complaints a day, although their report only focuses on the market’s biggest providers (i.e. those with an overall market share of at least 1.5%) because smaller ones don’t produce enough data. The data reflects gripes that have been made directly to Ofcom rather than the ISP (i.e. users that have not been able to resolve their complaint via the ISP).

The results are reflected as a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers), which makes it easier to compare providers in a market where the big operators can vary significantly in size.

The Results for Q4 2015

Overall the total volume of complaints decreased from Q3 2015, with all sectors generating less relative complaints except for the pay monthly mobile sector, which generated levels higher than those in Q3 2015. Sadly fixed line broadband and fixed line (i.e. phone line rental) services continue to generate the highest number of complaints.

Firstly we’ll take a look at the performance of the biggest fixed line broadband ISPs, which found that EE remains top of the worst and both TalkTalk and Plusnet aren’t far behind. EE’s main complaint drivers were related to faults, service and provision issues (i.e. issues with billing, pricing, and charges; and complaints handling).

fixed_line_broadband_complaints_q4_2015

Meanwhile TalkTalk did the worst when it came to the fixed line rental / phone products, albeit only because EE and Plusnet suddenly saw fewer gripes before Christmas.

fixed_line_phone_complaints_q4_2015

The results for Mobile (pay monthly) and Pay TV providers can be found below, which in the first instance spells bad news for Vodafone (Ofcom are currently probing some of their consumer complaints).

fixed_line_mobile_complaints_q4_2015
fixed_line_paytv_complaints_q4_2015

Ofcom’s Complaints Report Q4 2015
http://stakeholders.ofcom.org.uk/market-data-research/../complaints/Q4-2015/

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
2 Responses
  1. Avatar asylum_seeker

    Perhaps Ofcom should also list the ISPs with worst peak time speeds? The so-called niche ISP Zen would no doubt be near the top d/t their routing/congestion issues plaguing their customers for the last 6+ months with no fix in sight. No doubt their fanbois would say its far more important to have good ISP phone support than good network performance LOL

  2. Avatar dragoneast

    I could say the same thing about my (niche) ISP. Their marketing tells me that they monitor trends and keep provision ahead of demand. They don’t. Because they can’t. And I suspect everyone else could say the same about their (mass market) ISPs, at some time or another. If any of us have got a problem, nothing else matters. Of course not. It’s all a snapshot. And inevitable in a growth industry. It gets sorted in time, before the cycle starts again. But we all live in a fantasy Harry Potter-world and no-one has the patience.

    It’s always been the same, and always will be. The same as our love of complaining about it, really. Never mind, Ofcom give us their stats to keep the kids amused.

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