Given how much we rely on broadband every day to keep ourselves connected to family and friends and get work done, it can be incredibly frustrating when things suddenly break and go offline. UK regulator Ofcom has just reported back on the number of complaints received from the public from January to March this year.
The good news is that there was a decrease in overall broadband complaints fielded by Ofcom, but the stats show there is a new provider at the bottom of the pile.
The latest figures reveal that NOW Broadband was the most complained about broadband company in the first three months of the year, totting up 22 complaints per 100,000 customers, according to Ofcom, who added that the complaints were driven by how those customers’ complaints were being handled. Ouch.
Sky was the least complained about provider level with Shell Energy on six complaints per 100,000, while Virgin Media complaints dropped to 18 per 100,000 and means the firm is not the most complained about provider for the first time in six months – it topped complaints in the last two reports.
In a double whammy for NOW Broadband, the telecom company was also ranked as the most complained about landline provider, again with complaints driven by how complaints were handled. EE and Virgin Media were the second-most complained about landline firms, while Utility Warehouse was the least moaned about with just one complaint per 100,000 customers.
“It’s good to see that complaints to Ofcom about landline, fixed broadband and pay-TV have fallen in the first quarter of this year compared to Q4 of 2023,” said Ernest Doku, telecoms expert at Uswitch.com.
“This is a positive sign that providers are supporting their customers effectively, and listening to feedback. However with mobile pay-monthly complaints rising, there is still work to be done.”
He added that the majority of broadband complaints being about complaint handling and service faults could persuade customers to switch to more reliable providers.
“While it’s positive that the overall number of broadband complaints has fallen, Ofcom’s figures show there is still plenty of room for improvement in the sector,” said Rocio Concha, Which? Director of Policy and Advocacy.
“While it’s positive that the overall number of broadband complaints has fallen, Ofcom’s figures show there is still plenty of room for improvement in the sector.
“It is never OK for firms to provide sub-standard customer service, but in an essential sector providing vital services millions rely on every day, it is completely unacceptable.”
