{"id":19054,"date":"2019-07-18T08:37:39","date_gmt":"2019-07-18T07:37:39","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=19054"},"modified":"2019-07-18T08:43:05","modified_gmt":"2019-07-18T07:43:05","slug":"the-top-uk-consumer-complaints-for-each-major-broadband-isp","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2019\/07\/the-top-uk-consumer-complaints-for-each-major-broadband-isp.html","title":{"rendered":"The Top UK Consumer Complaints for Each Major Broadband ISP"},"content":{"rendered":"

A new survey of 3,807 consumers by Which?<\/a> has revealed the top consumer complaints for each of the UK markets largest TV and broadband ISPs. Overall the study found that 70% had experienced an “issue<\/em>” with their provider and customers of cable operator Virgin Media<\/a> were the most likely to have had problems.<\/p>\n

Right off the bat we should caveat that the aforementioned 70% figure needs to be taken with a pinch of salt because Which? has not balanced this against a time-scale (i.e. if we all looked back over our entire history of broadband provision then we’d probably find something to moan about).<\/p>\n

On top of that it’s noted how 44% of all respondents had a gripe with price increases, which is likely to inflate the figures since every single one of the ISPs mentioned has a history of price rises (these tend to be done annually), which are never popular. On the other hand only 4% of Plusnet<\/a>’s customers seem to have had a cause to complain about prices, even though they do raise them each year.<\/p>\n

Meanwhile 1 in 6 respondents said they suffered “frequent internet connection drop outs<\/em>” and “very slow broadband speeds<\/em>.” Sadly there wasn’t enough feedback to include Vodafone<\/a> and the Post Office in the results below, although admittedly they don’t offer a Pay TV service and Which? seems to have included gripes about that alongside broadband issues below (without making a clear distinction between the two).<\/p>\n

We’ve re-ordered the results below to show providers with the most complaints at the top and their categorised gripes underneath.<\/p>\n

The Top Complaints by Broadband and TV Provider<\/strong><\/span><\/p>\n

1. Virgin Media<\/a><\/strong>
\n58% – Price increases
\n14% – Frequent drop outs
\n10% – Very slow speeds
\n19% – Left without a connection
\n10% – Problems with equipment
\n9% – Problems contacting provider<\/p>\n

2. BT<\/a><\/strong>
\n36% – Price increases
\n19% – Frequent drop outs
\n16% – Very slow speeds
\n7% – Left without a connection
\n10% – Problems with equipment
\n9% – Problems contacting provider<\/p>\n

3. Sky Broadband<\/a><\/strong>
\n34% – Price increases
\n17% – Frequent drop outs
\n25% – Very slow speeds
\n9% – Left without a connection
\n11% – Problems with equipment
\n8% – Problems contacting provider<\/p>\n

4. TalkTalk<\/a><\/strong>
\n20% – Price increases
\n23% – Frequent drop outs
\n25% – Very slow speeds
\n9% – Left without a connection
\n12% – Problems with equipment
\n9% – Problems contacting provider<\/p>\n

5. Plusnet<\/a><\/strong>
\n4% – Price increases
\n17% – Frequent drop outs
\n13% – Very slow speeds
\n7% – Left without a connection
\n2% – Problems with equipment
\n24% – Problems contacting provider<\/p>\n

6. EE<\/a><\/strong>
\n8% – Price increases
\n11% – Frequent drop outs
\n11% – Very slow speeds
\n8% – Left without a connection
\n19% – Problems with equipment
\n3% – Problems contacting provider<\/p><\/blockquote>\n

We find it interesting that Sky Broadband<\/a> attracted so many gripes, not least since Ofcom<\/a>’s own study of consumer broadband complaints shows that they almost consistently attracted fewer gripes than any of the other big ISPs (see below for Ofcom<\/a>’s latest complaints table to the end of 2018); this tends to be the same for their Pay TV service too.<\/p>\n

We’d be interested to see how the results balanced out if price increases were removed as a factor because BT<\/a>, Sky and Virgin Media<\/a> all suffer more than most from those. On this point we note that at the start of this year BT<\/a> announced their future prices will increase by the Consumer Price Index (CPI) and that they would not hike broadband, landline and mobile prices in 2019 (here<\/a>); they didn’t mention Pay TV.<\/p>\n

However prior to BT’s pricing announcement the operator had built up a long history of raising their prices every 9 months, which was particularly galling since for standard and superfast broadband packages they tend to be one of the more expensive options (particularly when you factor their hefty post-contract prices). On the other hand BT do include a lot of premium service features (cloud storage, access to WiFi<\/a> hotspots etc.).<\/p>\n

Ofcom<\/a>’s Q4 2018 Complaints Table (Broadband)<\/strong><\/span><\/p>\n

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A new survey of 3,807 consumers by Which? has revealed the top consumer complaints for each of the UK markets largest TV and broadband ISPs. 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