{"id":37821,"date":"2024-07-25T09:53:46","date_gmt":"2024-07-25T08:53:46","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=37821"},"modified":"2024-07-25T09:55:47","modified_gmt":"2024-07-25T08:55:47","slug":"now-broadband-tops-ofcom-q1-2024-table-for-uk-consumer-complaints","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/07\/now-broadband-tops-ofcom-q1-2024-table-for-uk-consumer-complaints.html","title":{"rendered":"NOW Broadband Tops Ofcom Q1 2024 Table for UK Consumer Complaints"},"content":{"rendered":"

Ofcom<\/a> has published their latest quarterly (Q1 2024) study of UK consumer complaints, which saw NOW Broadband (NOW TV<\/a>) being labelled as the worst provider for attracting the most gripes about broadband and landline phone, while Virgin Media<\/a> did the same for pay TV services and O2<\/a> were the worst for Mobile.<\/p>\n

Take note that 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. Communications Ombudsman<\/strong> or CISAS<\/strong>). Ofcom 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 57,374 complaints via calls, web forms, emails, social media and letters directly from consumers in 2022\/23, which is down from 76,135 in 2021\/22 and 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 and 87% (down from 91%) for all mobile services.<\/p>\n

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

NOW Broadband (NOW TV<\/a>) rather unexpectedly attracted the most broadband complaints in Q1 2024, with customers\u2019 complaints mainly being driven by how their complaints were being handled. On the flip side, Sky Broadband<\/a>, which is actually the parent of NOW TV, continued to attract some of the fewest complaints of all the listed providers.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\nQ1 2024<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n13<\/td>\n11<\/td>\n11<\/td>\n9<\/td>\n<\/tr>\n
EE<\/a><\/td>\n7<\/td>\n9<\/td>\n9<\/td>\n14<\/td>\n<\/tr>\n
NOW Broadband<\/td>\n13<\/td>\n18<\/td>\n18<\/td>\n22<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n11<\/td>\n11<\/td>\n9<\/td>\n8<\/td>\n<\/tr>\n
Shell Energy<\/a><\/td>\n13<\/td>\n13<\/td>\n14<\/td>\n6<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n6<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n18<\/td>\n15<\/td>\n13<\/td>\n11<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n15<\/td>\n32<\/td>\n20<\/td>\n18<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n24<\/td>\n15<\/td>\n14<\/td>\n16<\/td>\n<\/tr>\n
Industry Average<\/td>\n12<\/td>\n15<\/td>\n12<\/td>\n11<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

NOW Broadband (NOW TV) also attracted the most complaints for fixed line phone services and for the same reason. By comparison, Sky Broadband (Sky Talk) attracted some of the fewest complaints, although the provider attracting the lowest proportion of complaints this time was actually new entrant Utility Warehouse. Well done UW.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\nQ1 2024<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n5<\/td>\n<\/tr>\n
EE<\/a><\/td>\n6<\/td>\n5<\/td>\n3<\/td>\n11<\/td>\n<\/tr>\n
NOW Broadband<\/td>\n7<\/td>\n11<\/td>\n10<\/td>\n12<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n7<\/td>\n7<\/td>\n6<\/td>\n5<\/td>\n<\/tr>\n
Shell Energy<\/a><\/td>\n10<\/td>\n8<\/td>\n12<\/td>\n4<\/td>\n<\/tr>\n
Sky Talk<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n10<\/td>\n10<\/td>\n9<\/td>\n8<\/td>\n<\/tr>\n
Utility Warehouse<\/td>\n <\/td>\n <\/td>\n <\/td>\n1<\/td>\n<\/tr>\n
Virgin Media<\/td>\n10<\/td>\n19<\/td>\n13<\/td>\n11<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n8<\/td>\n5<\/td>\n4<\/td>\n5<\/td>\n<\/tr>\n
Industry Average<\/td>\n7<\/td>\n8<\/td>\n7<\/td>\n6<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Mobile operators generally enjoy lower complaint levels than fixed line providers, but O2<\/a> still attracted the most gripes during the quarter, with issues around how customers\u2019 complaints were being handled driving most of it. By comparison, Tesco Mobile<\/a> attracted the fewest gripes. The table list’s BT Mobile too, but they’ve long stopped selling mobile plans to new customers and will be removed in the next update.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\nQ1 2024<\/strong><\/td>\n<\/tr>\n
BT Mobile<\/td>\n8<\/td>\n5<\/td>\n3<\/td>\n <\/td>\n<\/tr>\n
O2<\/td>\n5<\/td>\n6<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n4<\/td>\n4<\/td>\n3<\/td>\n4<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n1<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n8<\/td>\n <\/td>\n <\/td>\n <\/td>\n<\/tr>\n
Vodafone<\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
EE<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Industry Average<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Finally, Virgin Media attracted the most complaints for Pay TV and the key driver for most of those gripes stemmed from issues with how customer complaints were being handled. Meanwhile, Sky TV and EE jointly received the fewest pay-TV complaints.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\nQ1 2024<\/strong><\/td>\n<\/tr>\n
EE (prev. BT)<\/td>\n10<\/td>\n7<\/td>\n7<\/td>\n2<\/td>\n<\/tr>\n
Sky TV<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n4<\/td>\n1<\/td>\n2<\/td>\n3<\/td>\n<\/tr>\n
Virgin Media<\/td>\n10<\/td>\n20<\/td>\n13<\/td>\n11<\/td>\n<\/tr>\n
Industry Average <\/td>\n5<\/td>\n7<\/td>\n5<\/td>\n4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q1 2024<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom has published their latest quarterly (Q1 2024) study of UK consumer complaints, which saw NOW Broadband (NOW TV) being labelled as the worst provider for attracting the most gripes about broadband and landline phone, while Virgin Media did the same for pay TV services and O2 were the worst for Mobile.<\/p>\n","protected":false},"author":1,"featured_media":28348,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,405,76,32,36,84,113,66,34,74,63,475,96],"class_list":["post-37821","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-ee","tag-kc","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\/112846289452755156","error":""},"yoast_head":"\nNOW Broadband Tops Ofcom Q1 2024 Table for UK Consumer Complaints - 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