Home
 » ISP News » 
Sponsored Links

Ofcom Shames Vodafone in Q2 2023 Broadband Complaints Table

Thursday, Oct 19th, 2023 (10:30 am) - Score 3,488
woman customer complaints call center vector illustration eps 10

Ofcom has published their latest quarterly (Q2 2023) study of UK consumer complaints, which shames Vodafone as attracting the most gripes about broadband ISPs, while TalkTalk, Shell Energy and Virgin Media tied the lowest ranking for landline phone, BT did the same for Mobile services, and Virgin Media and BT came bottom for TV.

The regulator’s report only covers complaints that Ofcom itself has received and not those sent directly to an ISP, the ISPA or an Alternative Dispute Resolution (ADR) complaints handler (i.e. Ombudsman Services or CISAS). Ofcom does not deal with individual complaints, but they do monitor them and can take action if enough people raise a concern.

NOTE: Ofcom received 76,135 calls, web forms, emails and letters directly from consumers in 2021/22 (down from 96,051 in 2020/21).

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 ISPs can vary significantly in size. But sadly, the study only covers feedback from the largest ISPs (i.e. those with a market share of at least 1.5%) due to limited data.

Take note that the proportion of people who were satisfied with their communications services in 2023 was 77% (unchanged from last year) for landline services, 82% (down from 83%) for broadband services and 87% (down from 91%) for all mobile services.

Fixed Line Home Broadband Complaints

Sadly, Vodafone attracted the most broadband complaints in Q2 2023, with related complaints against the ISP mainly being driven by gripes related to experience with faults, service and getting services connected. On the flip side, Sky Broadband continued to attract the fewest complaints of all the listed providers.

  Q3 2022 Q4 2022 Q1 2023 Q2 2023
BT 10 10 12 13
EE 6 7 7 7
NOW Broadband (NOW TV) 7 10 9 13
Plusnet 13 10 12 11
Shell Energy 27 27 16 13
Sky Broadband 4 5 5 5
TalkTalk 18 18 20 18
Virgin Media 18 14 15 15
Vodafone 12 19 17 24
Industry Average  11 11 12 12

Fixed Line Phone Complaints

This time around, Shell Energy, TalkTalk and Virgin Media all tied by attracting the most complaints for fixed line phone services. TalkTalk saw a small decrease compared with last quarter, Shell Energy remained static and Virgin Media saw a small increase in their complaints since the previous quarter. By comparison, Sky Broadband once again attracted the fewest complaints.

  Q3 2022 Q4 2022 Q1 2023 Q2 2023
BT 6 6 8 7
EE 3 3 5 6
NOW Broadband (NOW TV) 5 5 6 7
Plusnet 8 7 7 7
Shell Energy 20 25 10 10
Sky Broadband 3 2 3 2
TalkTalk 11 11 13 10
Virgin Media 11 7 9 10
Vodafone 7 8 7 8
Industry Average  7 6 7 7

Mobile Complaints

Mobile operators enjoyed lower complaint levels than fixed line providers, but BT still attracted the most gripes, with issues around their how complaints were handled and issues changing provider driving most of it. By comparison, EE and Sky Mobile both attracted the fewest gripes.

However, it’s worth pointing out that BT no longer sells mobile plans to new customers, and instead they re-direct consumers to EE.

  Q3 2022 Q4 2022 Q1 2023 Q2 2023
BT Mobile 4 4 7 8
O2 3 3 4 5
iD Mobile 3 2 4 4
Sky Mobile 1 1 2 2
Tesco Mobile 1 2 2 3
Three UK 3 2 3 4
Virgin Mobile 4 3 4 5
Vodafone 2 2 3 3
EE 1 2 3 2
Industry Average  2 2 3 3

Pay TV Complaints

Finally, both BT and Virgin Media attracted the most complaints for Pay TV. BT’s complaints were mainly driven by customers’ experience with faults, service and getting services connected, while Virgin’s complaints were driven mainly by how customers’ complaints were handled. Sky received the fewest pay-TV complaints.

  Q3 2022 Q4 2022 Q1 2023 Q2 2023
BT 7 7 11 10
Sky TV 1 1 2 2
TalkTalk 3 3 4 4
Virgin Media 9 8 9 10
Industry Average  4 3 5 5

Ofcom’s Consumer Complaints Report Q2 2023
https://www.ofcom.org.uk/../telecoms-and-pay-tv-complaints

UPDATE 11:04am

We’ve had a comment from Sky.

Stephen van Rooyen, CEO of Sky UK & Ireland, said:

“Providing excellent customer service is at the heart of what we do, which is why we’ve maintained our position as the least complained about provider across pay-TV, broadband, landline and mobile services. We are proud of our customer service teams – it is thanks to their high standards and hard work we have achieved this yet again.”

Share with Twitter
Share with Linkedin
Share with Facebook
Share with Reddit
Share with Pinterest
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 X (Twitter), Mastodon, Facebook and .
Search ISP News
Search ISP Listings
Search ISP Reviews
Comments
11 Responses
  1. Avatar photo Groucho says:

    When I had to deal with Vodafone on behalf of my son and daughter regarding mobile phone problems (accounts) I would say it was the worst firm I have ever had to deal with, and I’m old! They do not appear to have an accounts department, like any normal firm, but at the first sign of problems, they hand everything over to debt collectors. When I used the Asda mobile service, they used EE and I had no problems. As soon as they moved to Vodafone, all my credit went from my account. Other people I have spoken to had exactly the same experience. I can only assume they have big government contracts which allow them to keep trading. I now use 1p Mobile, and have found them very good.

  2. Avatar photo Richard says:

    Ouch, moved to Vodafone yesterday after months of pain Three and their 5g hub service.

    Anyway, the service was installed by City Fibre and has been rock solid, unlike Three

    1. Avatar photo Carlos says:

      I’m unsure how you can compare 5G with Fibre broadband?

    2. Avatar photo Tom J says:

      Isn’t that literally how companies are touting the benefits of 5G? Sure, you know better because UK MNOs can’t deploy things well. Does the average person when they’re being told that 5G is faster than fibre? Obviously not.

  3. Avatar photo Jan says:

    If Vodafone are going to provide a digital voice service they should at least give out the sip details so that customers can use their own equipment. Then would only have to rely on their dreadful customer service for incoming calls and broadband.

    1. Avatar photo Anonymous1 says:

      Will never happen, it would mean they’re breaching regulations. You have a landline area code, to be used in your geographical area only. By having the VOIP credentials hidden from you, they can ensure you’re only using the landline with your vodafone router, which they can ensure only works on your fixed line connection at your home location.

      By providing you with the SIP logins, you are then able to use that number from any compatible phone you see fit, including one located somewhere else.

  4. Avatar photo Richard says:

    Carlos, I speak as a customer with experience of a service that started off providing 600mbps and was super for 6 wks, then Three altered something and I’m down to 100mbps.
    The Three community forum are awash with people having the same issue.

  5. Avatar photo John Hunter says:

    All these companies are tarred with the same brush,they are a law to themselves.Ofcom are a toothless organisation and should be replaced with a customer support service.

    1. Avatar photo Anon says:

      There’s an open consultation by the Department of Business & Trade on the future of regulation in the UK, unfortunately it’s extremely poorly constructed, and seems intended to reduce the voice of consumers whilst giving big business more say.

  6. Avatar photo Brad Jones says:

    Meaningless really.

    These ISP need to be punished but Ofcom wont do that they are puppets.

    Voda are a disgrace I have dealt with many ISP over the years and they have to be the worst close by is VM.

  7. Avatar photo Matt says:

    Serious question, what a sky doing that the others aren’t that they are always quite a bit lower than everyone else?

Comments are closed

Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
NOW UK ISP Logo
NOW £25.00
100Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £25.00
132Mbps
Gift: None
Vodafone UK ISP Logo
Vodafone £26.50 - 27.00
150Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £27.99
145Mbps
Gift: None
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
BeFibre UK ISP Logo
BeFibre £19.00
150Mbps
Gift: None
YouFibre UK ISP Logo
YouFibre £21.99
150Mbps
Gift: None
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Large Availability | View All
The Top 15 Category Tags
  1. FTTP (5650)
  2. BT (3549)
  3. Politics (2578)
  4. Openreach (2327)
  5. Business (2305)
  6. Building Digital UK (2263)
  7. FTTC (2054)
  8. Mobile Broadband (2017)
  9. Statistics (1816)
  10. 4G (1705)
  11. Virgin Media (1655)
  12. Ofcom Regulation (1485)
  13. Fibre Optic (1415)
  14. Wireless Internet (1410)
  15. FTTH (1382)
Promotion
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact
Mastodon