{"id":25796,"date":"2021-04-30T11:13:06","date_gmt":"2021-04-30T10:13:06","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=25796"},"modified":"2021-04-30T11:20:14","modified_gmt":"2021-04-30T10:20:14","slug":"ofcom-uk-shames-vodafone-for-consumer-broadband-complaints","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/04\/ofcom-uk-shames-vodafone-for-consumer-broadband-complaints.html","title":{"rendered":"Ofcom UK Shames Vodafone for Consumer Broadband Complaints"},"content":{"rendered":"<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>&#8217;s latest Q4 2020 consumer complaints report has today been published, which names and shames <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> for attracting the most gripes about fixed broadband and phone in the quarter, while <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/idmobile\" rel=\"nofollow\" target=\"_blank\">iD Mobile<\/a> and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/threeuk\" rel=\"nofollow\" target=\"_blank\">Three UK<\/a> jointly did the same for Mobile and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vm\" rel=\"nofollow\" target=\"_blank\">Virgin Media<\/a> came bottom for Pay TV.<!--more--><\/p>\n<p>The following report only covers complaints that the regulator itself has received and not those sent directly to either an ISP, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ispa\" target=\"_blank\">ISPA<\/a> or one of the two ADR complaints handlers (i.e. <strong>Ombudsman Services<\/strong> or <strong>CISAS<\/strong>). <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">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<div class=\"bq2\"><strong>NOTE:<\/strong> <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">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<p>Overall, the total volume of complaints for fixed broadband services increased during Q4 2020, although complaints about landline and pay TV services were broadly steady and there was a drop in complaints about pay-monthly mobile. The current overall level of consumer satisfaction with communications services is listed as 85% for landline phone, 85% for broadband and 93% for mobile.<\/p>\n<p>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.<\/p>\n<p>We should add that Ofcom also tracked 59 complaints about <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a>&#8217;s provision of the broadband USO during the quarter (up from 46 in Q3 and 53 in Q2 2020), although the separate nature of this service and its early deployment phase means that they haven&#8217;t included this figure into their totals below.<\/p>\n<h3><span style=\"color: #339966;\"><strong>Fixed Line Home Broadband Complaints<\/strong><\/span><\/h3>\n<p>Once again <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> continued to attract the most complaints for fixed broadband connectivity and most of those were about faults, service and provisioning issues (49%). Meanwhile <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/bskyb\" rel=\"nofollow\" target=\"_blank\">Sky Broadband<\/a> attracted the fewest gripes.<\/p>\n<p><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" style=\"padding: 0px; width: 100%;\" src=\"https:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2021-uk-internet-statistics\/ofcom_fixed_line_broadband_complaints_q4_2020.png\" alt=\"ofcom_fixed_line_broadband_complaints_q4_2020\"><\/p>\n<h3><span style=\"color: #339966;\"><strong>Fixed Line Phone Complaints<\/strong><\/span><\/h3>\n<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> also attracted the most complaints for landline phone services and, yet again, most of those related to faults, service and provisioning issues (33%). Much like broadband, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/bskyb\" rel=\"nofollow\" target=\"_blank\">Sky Broadband<\/a> and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> continued to attract the fewest gripes here too.<\/p>\n<p><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" style=\"padding: 0px; width: 100%;\" src=\"https:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2021-uk-internet-statistics\/ofcom_fixed_line_phone_complaints_q4_2020.png\" alt=\"ofcom_fixed_line_phone_complaints_q4_2020\"><\/p>\n<h3><span style=\"color: #339966;\"><strong>Mobile Complaints<\/strong><\/span><\/h3>\n<p>Sadly, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/idmobile\" rel=\"nofollow\" target=\"_blank\">iD Mobile<\/a> and parent operator <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/threeuk\" rel=\"nofollow\" target=\"_blank\">Three UK<\/a> were at the top of this quarter&#8217;s naughty list for Pay Monthly Mobile plans. Most of iD&#8217;s complaints related to complaints handling (37%), while on <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/threeuk\" rel=\"nofollow\" target=\"_blank\">Three UK<\/a> the bulk stemmed from issues related to billing, pricing and charges (30%). Meanwhile, Tesco enjoyed having the fewest gripes.<\/p>\n<p><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" style=\"padding: 0px; width: 100%;\" src=\"https:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2021-uk-internet-statistics\/ofcom_mobile_complaints_q4_2020.png\" alt=\"ofcom_mobile_complaints_q4_2020\"><\/p>\n<h3><span style=\"color: #339966;\"><strong>Pay TV Complaints<\/strong><\/span><\/h3>\n<p>Finally, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vm\" rel=\"nofollow\" target=\"_blank\">Virgin Media<\/a> continued to be the most complained about pay TV provider in the UK, with most of their gripes reflecting issues with complaints handling (35%). By comparison Sky TV received hardly any moans.<\/p>\n<p><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" style=\"padding: 0px; width: 100%;\" src=\"https:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2021-uk-internet-statistics\/ofcom_pay_tv_complaints_q4_2020.png\" alt=\"ofcom_pay_tv_complaints_q4_2020\"><\/p>\n<blockquote><p><span style=\"color: #339966;\"><strong>Ofcom&#8217;s Consumer Complaints Report Q4 2020<\/strong><\/span><br \/>\n<a href=\"https:\/\/www.ofcom.org.uk\/__data\/assets\/pdf_file\/0023\/218057\/Telecoms-and-pay-TV-complaints-Q4-2020.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">https:\/\/www.ofcom.org.uk\/..\/telecoms-pay-tv-complaints-q4-2020.pdf<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Ofcom&#8217;s latest Q4 2020 consumer complaints report has today been published, which names and shames Vodafone for attracting the most gripes about fixed broadband and phone in the quarter, while iD Mobile and Three UK jointly did the same for Mobile and Virgin Media came bottom for Pay TV.<\/p>\n","protected":false},"author":1,"featured_media":20125,"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-25796","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":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - 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