{"id":35232,"date":"2023-10-19T10:30:42","date_gmt":"2023-10-19T09:30:42","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=35232"},"modified":"2023-10-19T11:05:02","modified_gmt":"2023-10-19T10:05:02","slug":"ofcom-shames-vodafone-in-q2-2023-broadband-complaints-table","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/10\/ofcom-shames-vodafone-in-q2-2023-broadband-complaints-table.html","title":{"rendered":"Ofcom Shames Vodafone in Q2 2023 Broadband Complaints Table"},"content":{"rendered":"

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

The regulator’s report only covers complaints that Ofcom<\/a> itself has received and not those sent directly to an ISP, the ISPA<\/a> or an Alternative Dispute Resolution<\/strong> (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 received 76,135 calls, web forms, emails and letters directly from consumers in 2021\/22 (down from 96,051 in 2020\/21).<\/div>\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. 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

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.<\/p>\n

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

Sadly, Vodafone<\/a> 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<\/a> continued to attract the fewest complaints of all the listed providers.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n10<\/td>\n10<\/td>\n12<\/td>\n13<\/td>\n<\/tr>\n
EE<\/a><\/td>\n6<\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n7<\/td>\n10<\/td>\n9<\/td>\n13<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n13<\/td>\n10<\/td>\n12<\/td>\n11<\/td>\n<\/tr>\n
Shell Energy<\/td>\n27<\/td>\n27<\/td>\n16<\/td>\n13<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n4<\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n18<\/td>\n18<\/td>\n20<\/td>\n18<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n18<\/td>\n14<\/td>\n15<\/td>\n15<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n12<\/td>\n19<\/td>\n17<\/td>\n24<\/td>\n<\/tr>\n
Industry Average <\/td>\n11<\/td>\n11<\/td>\n12<\/td>\n12<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

This time around, Shell Energy, TalkTalk<\/a> 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<\/a> once again attracted the fewest complaints.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\n<\/tr>\n
BT<\/td>\n6<\/td>\n6<\/td>\n8<\/td>\n7<\/td>\n<\/tr>\n
EE<\/a><\/td>\n3<\/td>\n3<\/td>\n5<\/td>\n6<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n5<\/td>\n5<\/td>\n6<\/td>\n7<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n8<\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
Shell Energy<\/td>\n20<\/td>\n25<\/td>\n10<\/td>\n10<\/td>\n<\/tr>\n
Sky Broadband<\/td>\n3<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n11<\/td>\n11<\/td>\n13<\/td>\n10<\/td>\n<\/tr>\n
Virgin Media<\/td>\n11<\/td>\n7<\/td>\n9<\/td>\n10<\/td>\n<\/tr>\n
Vodafone<\/td>\n7<\/td>\n8<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n
Industry Average <\/td>\n7<\/td>\n6<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

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<\/a> and Sky Mobile<\/a> both attracted the fewest gripes.<\/p>\n

However, it’s worth pointing out that BT no longer sells mobile plans to new customers, and instead they re-direct consumers to EE.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\n<\/tr>\n
BT Mobile<\/td>\n4<\/td>\n4<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n
O2<\/a><\/td>\n3<\/td>\n3<\/td>\n4<\/td>\n5<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n3<\/td>\n2<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n3<\/td>\n2<\/td>\n3<\/td>\n4<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n4<\/td>\n3<\/td>\n4<\/td>\n5<\/td>\n<\/tr>\n
Vodafone<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
EE<\/td>\n1<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Industry Average <\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Finally, both BT and Virgin Media attracted the most complaints for Pay TV. BT\u2019s complaints were mainly driven by customers\u2019 experience with faults, service and getting services connected, while Virgin\u2019s complaints were driven mainly by how customers\u2019 complaints were handled. Sky received the fewest pay-TV complaints.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\n<\/tr>\n
BT<\/td>\n7<\/td>\n7<\/td>\n11<\/td>\n10<\/td>\n<\/tr>\n
Sky TV<\/td>\n1<\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n3<\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
Virgin Media<\/td>\n9<\/td>\n8<\/td>\n9<\/td>\n10<\/td>\n<\/tr>\n
Industry Average <\/td>\n4<\/td>\n3<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q2 2023<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n

UPDATE 11:04am<\/strong><\/p>\n

We’ve had a comment from Sky.<\/p>\n

Stephen van Rooyen, CEO of Sky UK & Ireland, said:<\/strong><\/p>\n

\u201cProviding excellent customer service is at the heart of what we do, which is why we\u2019ve 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.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

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.<\/p>\n","protected":false},"author":1,"featured_media":27793,"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-35232","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":"https:\/\/mastodon.social\/@ispreview\/111260988117548324","error":""},"yoast_head":"\nOfcom Shames Vodafone in Q2 2023 Broadband Complaints Table - 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