{"id":24797,"date":"2021-02-02T10:45:19","date_gmt":"2021-02-02T10:45:19","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=24797"},"modified":"2021-02-02T10:45:19","modified_gmt":"2021-02-02T10:45:19","slug":"vodafone-attract-most-uk-broadband-isp-complaints-in-q3-2020","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/02\/vodafone-attract-most-uk-broadband-isp-complaints-in-q3-2020.html","title":{"rendered":"Vodafone Attract Most UK Broadband ISP Complaints in Q3 2020"},"content":{"rendered":"

Ofcom<\/a>’s latest Q3 2020 consumer complaints report has just been published, which names UK ISP Vodafone<\/a> as attracting the most gripes for home broadband, while Plusnet<\/a> did the same for landline phone, Virgin Mobile were the worst for Mobile services and Virgin Media<\/a> came bottom for Pay TV.<\/p>\n

The following report only covers complaints that the regulator itself has received and not those sent directly to either an ISP, ISPA<\/a> or ADR complaints handler (i.e. Ombudsman Services<\/strong> or CISAS<\/strong>). Ofcom<\/a> does not deal with individual complaints, but they do monitor them and can take action if enough people raise a concern.<\/p>\n

NOTE:<\/strong> Ofcom<\/a> received c.84,000 calls and items of correspondence directly from consumers in 2019\/20 (down from 96,000 in 2018\/19).<\/div>\n

Overall, the total volume of complaints across all service sectors increased during Q3 2020, which Ofcom puts down to the improvement in call centre capacity as the initial COVID-19 lockdown ended (i.e. people could complain more easily) . Meanwhile the overall level of consumer satisfaction with communications services is listed as 85% for landline phone, 85% for broadband and 93% for mobile.<\/p>\n

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. 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.<\/p>\n

We should add that Ofcom also tracked 46 complaints about BT<\/a>’s provision of the broadband USO during the quarter (down from 53 last quarter), although the separate nature of this service and its early deployment phase means that the regulator does not yet include this figure into their totals below.<\/p>\n

Fixed Line Home Broadband Complaints<\/strong><\/span><\/h3>\n

Overall Vodafone<\/a>, after briefly being overtaken by TalkTalk<\/a> in the previous quarter, once again attracted the most complaints for fixed broadband connectivity and most of those were about faults, service and provisioning issues (50%). The other main drivers of Vodafone<\/a>’s gripes were complaints handling (20%) and changing provider (15%). By comparison Sky Broadband<\/a> and EE<\/a> deserve praise for having the lowest proportion of complaints.<\/p>\n

\"ofcom_fixed_line_broadband_complaints_q3_2020\"<\/p>\n

Fixed Line Phone Complaints<\/strong><\/span><\/h3>\n

Plusnet<\/a> attracted the most complaints for landline phone services and most of those were about faults, service and provisioning issues (42%). The other main drivers of Plusnet<\/a>\u2019s complaints were complaints handling (24%) and issues relating to billing, pricing and charges (18%). By comparison Sky Broadband<\/a> and EE<\/a> did well to attract the fewest complaints.<\/p>\n

\"ofcom_fixed_line_phone_complaints_q3_2020\"<\/p>\n

Mobile Complaints<\/strong><\/span><\/h3>\n

Sadly, Virgin Mobile was at the top of this quarter’s naughty pile for Pay Monthly Mobile plans – their main complaints drivers stemmed from changing provider (32%), complaints handling (31%) and issues relating to billing, pricing and charges (15%). Meanwhile Tesco Mobile<\/a> continued to attract the fewest gripes of any listed operator.<\/p>\n

\"ofcom_mobile_complaints_q3_2020\"<\/p>\n

Pay TV Complaints<\/strong><\/span><\/h3>\n

Virgin Media<\/a> was the most complained about pay TV provider in the UK, with most of the gripes against them being related to complaints handling (40%). The other main drivers were issues relating to billing, pricing and charges (24%) and faults, service and provisioning issues (20%). Meanwhile Sky TV continued to attract the fewest moans.<\/p>\n

\"ofcom_pay_tv_complaints_q3_2020\"<\/p>\n

Ofcom’s Consumer Complaints Report Q3 2020<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-pay-tv-complaints-q3-2020.pdf<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom’s latest Q3 2020 consumer complaints report has just been published, which names UK ISP Vodafone as attracting the most gripes for home broadband, while Plusnet did the same for landline phone, Virgin Mobile were the worst for Mobile services and Virgin Media came bottom for Pay TV.<\/p>\n","protected":false},"author":1,"featured_media":20864,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,405,32,36,84,113,66,34,74,63,475,96],"class_list":["post-24797","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-ee","tag-o2","tag-ofcom-regulation","tag-plusnet","tag-postoffice","tag-sky-broadband","tag-statistics","tag-talktalk","tag-three-uk","tag-virgin-media","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nVodafone Attract Most UK Broadband ISP Complaints in Q3 2020 - 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