{"id":40926,"date":"2025-05-01T09:58:12","date_gmt":"2025-05-01T08:58:12","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=40926"},"modified":"2025-05-01T09:58:47","modified_gmt":"2025-05-01T08:58:47","slug":"ofcom-blasts-now-and-talktalk-for-uk-broadband-complaints-q4-2024","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/05\/ofcom-blasts-now-and-talktalk-for-uk-broadband-complaints-q4-2024.html","title":{"rendered":"Ofcom Blasts NOW and TalkTalk for UK Broadband Complaints \u2013 Q4 2024"},"content":{"rendered":"

Ofcom<\/a> have today published their latest quarterly (Q4 2024) study of UK consumer telecoms complaints, which shames NOW Broadband (NOW TV<\/a>) and TalkTalk<\/a> for attracting the most complaints about broadband, while O2<\/a> took the most heat for Mobile and Virgin Media<\/a> was put on the naughty step for Pay TV services.<\/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<\/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 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 due to limited data (i.e. those with a market share of at least 1.5%).<\/p>\n

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

Both NOW Broadband (NOW TV<\/a>) and TalkTalk<\/a> attracted the most broadband moans in Q4 2024, with customers\u2019 complaints about NOW mainly being driven by issues with complaints handling itself. The main driver of complaints about TalkTalk<\/a> related to issues with service faults and provisioning. On the flip side, Plusnet<\/a> attracted the fewest complaints of all the listed providers.<\/p>\n

A special mention also goes out to Virgin Media<\/a>, which has seen a sharp drop in its complaint levels since the start of 2024.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2024<\/strong><\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n9<\/td>\n10<\/td>\n10<\/td>\n10<\/td>\n<\/tr>\n
EE<\/a><\/td>\n14<\/td>\n14<\/td>\n13<\/td>\n12<\/td>\n<\/tr>\n
NOW Broadband<\/td>\n22<\/td>\n18<\/td>\n12<\/td>\n13<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n8<\/td>\n6<\/td>\n8<\/td>\n5<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n6<\/td>\n5<\/td>\n5<\/td>\n6<\/td>\n<\/tr>\n
TalkTalk<\/td>\n11<\/td>\n10<\/td>\n14<\/td>\n13<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n18<\/td>\n15<\/td>\n12<\/td>\n11<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n16<\/td>\n12<\/td>\n11<\/td>\n11<\/td>\n<\/tr>\n
Industry Average<\/td>\n12<\/td>\n10<\/td>\n10<\/td>\n9<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

NOW Broadband (NOW TV<\/a>) also attracted the most complaints for fixed line (landline) phone services, which were mainly driven by issues with service provisioning and network faults. By comparison, Utility Warehouse continued to attract the fewest complaints for the fourth consecutive quarter, followed closely by Sky. As above, Virgin Media also saw a sharp fall in complaints.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2024<\/strong><\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n5<\/td>\n7<\/td>\n6<\/td>\n7<\/td>\n<\/tr>\n
EE<\/a><\/td>\n11<\/td>\n15<\/td>\n8<\/td>\n8<\/td>\n<\/tr>\n
NOW Broadband<\/td>\n12<\/td>\n10<\/td>\n8<\/td>\n10<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n5<\/td>\n5<\/td>\n6<\/td>\n4<\/td>\n<\/tr>\n
Sky Talk<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n8<\/td>\n5<\/td>\n8<\/td>\n7<\/td>\n<\/tr>\n
Utility Warehouse<\/td>\n1<\/td>\n0<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Virgin Media<\/td>\n11<\/td>\n8<\/td>\n7<\/td>\n6<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n5<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Industry Average<\/td>\n6<\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Mobile operators enjoy lower complaint levels than fixed line providers, but somebody has to attract the most complaints and once again that turned out to be O2<\/a>, where the quarterly moans were primarily driven by issues with complaints handling. By comparison, Sky Mobile<\/a> and Tesco Mobile<\/a> jointly attracted the fewest gripes.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2024<\/strong><\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\n<\/tr>\n
EE<\/a><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
O2<\/a><\/td>\n7<\/td>\n7<\/td>\n5<\/td>\n4<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n2<\/td>\n2<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n4<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n4<\/td>\n3<\/td>\n2<\/td>\n3<\/td>\n<\/tr>\n
Industry Average<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n2<\/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 services, while Sky TV and TalkTalk jointly received the fewest complaints. But it should be said that Virgin Media’s complaint levels have continued to fall.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2024<\/strong><\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\n<\/tr>\n
EE (prev. BT<\/a>)<\/td>\n2<\/td>\n9<\/td>\n8<\/td>\n6<\/td>\n<\/tr>\n
Sky TV<\/td>\n2<\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Virgin Media<\/td>\n11<\/td>\n9<\/td>\n9<\/td>\n7<\/td>\n<\/tr>\n
Industry Average<\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Alan Stott, Virgin Media O2\u2019s Director of Customer Contact, said: \u201cToday\u2019s Ofcom stats show that our customer service transformation strategy is delivering real improvements for our customers, with significant reductions in complaints across the board. We\u2019ve turned a big corner from this time last year, and we\u2019ll continue investing across the business to ensure we give all our customers the best possible experience<\/em>.\u201d<\/p>\n

Ofcom’s Consumer Complaints Report Q4 2024<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom have today published their latest quarterly (Q4 2024) study of UK consumer telecoms complaints, which shames NOW Broadband (NOW TV) and TalkTalk for attracting the most complaints about broadband, while O2 took the most heat for Mobile and Virgin Media was put on the naughty step for Pay TV services.<\/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":[150,474,405,76,32,36,84,113,66,34,74,63,475,96],"class_list":["post-40926","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\/114431754058607429","error":""},"yoast_head":"\nOfcom Blasts NOW and TalkTalk for UK Broadband Complaints \u2013 Q4 2024 - 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