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Vodafone Attract the Most Broadband ISP Complaints – Q4 2019

Tuesday, May 19th, 2020 (11:38 am) - Score 4,225

Ofcom has published their latest Q4 2019 consumer complaints data, which reveals that UK ISP Vodafone attracted the most gripes for broadband, while Plusnet were the worst for landline phone and Virgin Media sat on the naughty step for Pay TV. On the flip side Sky (Sky Broadband, Sky TV) attracted the fewest moans from consumers.

The following report only covers complaints that the regulator itself has received and not those sent directly to either an ISP, ISPA, ADR complaints handler (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 concern.

NOTE: In Q4 2019 the relative volume of complaints per sector per 100,000 customers by quarter was 12 for broadband, 9 for fixed line phone and just 4 for pay tv.

Otherwise the results 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 in size. However the regulator’s study only covers feedback from the largest ISPs – those with a market share of at least 1.5% – due to limited data.

Sadly the regulator hasn’t produced their usual report for Q4 2019, which means that we only get a basic statistical summary (i.e. no context for the complaints themselves). In addition, they’ve excluded mobile operators because of a need to conduct further “quality assurance” work before they can be confident of the results. No doubt COVID-19 has made all of this more difficult than usual.

Despite this we do still get an idea of which providers generated the most gripes at the end of 2019, even though we don’t know exactly why. We recommend readers check out our ISP Complaints and Advice section for more information on how, where and when to submit a complaint.

Fixed Line Home Broadband Complaints

Vodafone’s broadband service generated the most complaints this quarter, while Sky Broadband and EE both jointly generated the fewest.

ofcom_complaints_q4_2019_fixed_broadband

Fixed Line Phone Complaints

Plusnet’s phone service generated the most complaints this quarter, while Sky Broadband once again generated the fewest.

ofcom_complaints_q4_2019_fixed_line_phone

Pay TV Complaints

Virgin Media’s TV service generated the most complaints this quarter, while Sky TV generated the fewest. The format of this chart is a bit different from the ones above as there are fewer providers, so it worked better to order the bars by quarter instead of provider.

ofcom_complaints_q4_2019_pay_tv

Ofcom’s Consumer Complaints Report Q4 2019
https://www.ofcom.org.uk/../telecoms-pay-tv-complaints-q4-2019.csv

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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
10 Responses
  1. Avatar tome

    Pay for what you get !

  2. Avatar Name

    Vodafone with their broadband is a perfect example how to turn good service to sh*t. The biggest issue in Vodafone is their (non-existing) customer support.

  3. Avatar Roger_Gooner

    I always find it interesting that VM’s broadband which is delivered over the superior coaxial cables compared to phone lines nevertheless attracts more complaints than DSL providers such as Sky.

  4. Avatar Mark

    I would be interested in how Vodafone compares in regard to reliability between their xDSL offering via openreach and FTTP via cityfibre.

  5. Avatar Jan Raap

    They are terrible. Struggled for months to get my contract cancelled because I regularly got 8mbps down during peak times. They just kept saying ‘Sir your line syns at 72mbps’.

  6. Avatar Dave Scott

    I am so looking forward to FTTP 1Gbps with Vodafone

  7. Avatar James Wassall

    Left Vodafone a couple of months back because of their awful customer service and false promises. Latency was on average 10ms higher and speeds would wildly fluctuate during the day, sometimes slowing to a crawl. Trying to diagnose a disconnect issue with their Indian call centres was a nightmare, always returning to the “are you on wifi?” question.

    Switched to Zen and the line is back to normal.

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