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Vodafone UK Top Naughty List for Q2 2019 Broadband Gripes

Tuesday, November 19th, 2019 (11:33 am) - Score 4,080

The latest Q2 2019 consumer complaints report from Ofcom has confirmed that UK ISP Vodafone attracted the most moans for fixed line broadband, while Plusnet were the worst for landline phone and Virgin Media did the same for both Mobile and Pay TV. On the flip side Sky Broadband generated the fewest gripes.

The latest quarterly report, which arrives about a month late after being delayed due to “data quality issues,” only covers complaints that the regulator itself has received and not those sent directly to either an ISP, ISPA, ADR complaint handlers (i.e. Ombudsman Services or CISAS) or other agencies. Ofcom does not itself deal with individual complaints but they do monitor them and can take action if enough people raise a problem.

NOTE: Ofcom received around 96,000 calls and items of correspondence directly from consumers in 2018/19.

Otherwise the results below reflect a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers per provider), which makes it easier to compare providers in a market where the largest ISPs can vary significantly in size. The regulator’s study only covers feedback from the largest ISPs (i.e. those with a market share of at least 1.5%) due to limited data.

Overall the total volume of complaints across all service sectors has decreased slightly since the Q1 report and the overall level of consumer satisfaction with communications services is listed as 86% for landline phone, 83% for broadband and 93% for mobile.

We recommend that readers check out our ISP Complaints and Advice section for more information on how, where and when to make a complaint.

Fixed Line Home Broadband Complaints

Vodafone generated the highest volume of fixed broadband complaints, with 38% of their complaints being about faults, service and provisioning issues. The other main drivers of Vodafone’s complaints were gripes about complaints handling (26%) and issues relating to changing provider (16%). Meanwhile Sky Broadband is once again back to being the ISP with the lowest level of consumer gripes.

ofcom_fixed_line_broadband_complaints_q2_2019

Fixed Line Phone Complaints

Sadly Plusnet continued to generate the highest volume of landline complaints, although they have improved a fair bit since last time. Nevertheless over a third of Plusnet landline complaints were about billing, pricing and charges (37%). The other main drivers of consumer gripes concerned complaints handling (27%) and faults, service and provisioning issues (16%). At the other end of the scale both EE and Sky Broadband generated the fewest overall complaints.

ofcom_fixed_line_phone_complaints_q2_2019

Mobile Complaints

Virgin Mobile (Virgin Media) generated the highest volume of pay-monthly mobile complaints, with 35% being related complaints handling. The other main drivers of Virgin Mobile complaints were issues relating to billing, pricing and charges (26%), and faults, service and provisioning issues (16%). By comparison Tesco Mobile continued to hold its position as the mobile operator with the fewest gripes.

ofcom_mobile_complaints_q2_2019

Pay TV Complaints

Unfortunately Virgin Media overtook TalkTalk and BT to also generate the highest volume of pay TV complaints, with 40% being related to complaints handling (40%). The other main drivers of VM complaints included issues relating to billing, pricing and charges (22%) and faults, service and provisioning issues (22%). By comparison Sky TV generated the fewest moans.

ofcom_pay_tv_complaints_q2_2019

Ofcom’s Consumer Complaints Report Q2 2019
https://www.ofcom.org.uk/../telecoms-pay-tv-complaints-q2-2019.pdf

UPDATE 3:24pm

A Tesco Mobile Spokesperson said:

“We’re delighted to be named by Ofcom as the UK mobile network to receive the least complaints in its latest report. We’ve consistently been the network with the lowest number of complaints for five years, and will continue to provide our customers with market leading customer service.”

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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
7 Responses
  1. Avatar beany

    “Ofcom does not itself deal with individual complaints but they do monitor them and can take action if enough people raise a problem.”

    You have to wonder how many people have to complain before Ofcom actually do anything, considering quarter upon quarter for years now its always BT, Plusnet, Talk Talk and now also (the past year or thereabouts) Vodafone that get the most complaints.

    • Avatar Roxanne

      Unbelievable really Where’s TalkTalk, Ofcom need to visit ‘TalkTalk complaints public Facebook group’ and see the issues that there customers are facing on a daily basis, also their own Facebook page and Twitter.
      SHOCKING!

  2. Avatar Roxanne

    Isnt it about time that Ofcom changed their policies and Telecommunications companies were made to forward/publish ALL complaints they receive from their customers and what the outcomes are. These Ofcom quarterly reports are NOT a true reflection of what’s going on in these companies, these results are only for complaints they receive from the public. A lot of customers do not know about Ofcom or how to navigate the system and after dealings with their providers they basically haven’t the strength or energy for any further complaining.

  3. Avatar Name

    It is not even about quality of Vodafone broadband it is mostly about crap customer support service.

  4. Avatar Dave

    I have to laugh about people complaining about Vodafone. If people don’t know what to say they cannot gets things done.

  5. Avatar Trev

    I switched from virgin broadband to Vodafone’s and can honestly say it’s the best thing I ever did. I have only been a customer for 11 months but up to now iv not had to contact them at all, service has been solid. Although that also means I’m yet to experience there customer service practices, so time may tell.

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