Telecoms companies, much like energy companies, occupy something of an unusual position in many of our lives. We need them, but they’re often expensive and difficult to get in touch with. Thankfully though, they’re nowhere near as bad as our energy suppliers.
One of the major differences (product aside), is the sheer volume of choice we have regarding our telecoms companies. From companies which specialise in pay-tv, to those who supply home phone lines, mobile contracts, or broadband, there are dozens upon dozens of choices available – but which ones recorded the highest numbers of complaints? Join us as we take a look at Ofcom’s latest statistics, dating from Q4 2016:
Though the prevalence of landlines has been in steady decline since the popularisation of the mobile phone, but there were still an estimated 33.2m in 2014. That number has certainly dropped since then, landlines are still taken on a regular basis.
So, which landline providers received the most complaints? Topping the list is Plusnet, whose contact telephone number has been bombarded by 24 complaints per 100,000 customers. Coming in joint second place is EE and the Post Office, which garnered 20 complaints per 100,000 customers each. They were closely followed by BT and TalkTalk who reported 19 and 16 respectively.
The industry average number of complaints per 100,000 was 14, with Virgin Media and Sky reporting the fewest numbers of complaints, with 10 per 100,000 and 6 per 100,000 apiece.
Broadband is an essential part of our lives in 2017, so having strong and stable broadband is of the utmost importance.
Heading the complaints chart for broadband was BT, with 36 complaints per 100,000. They were followed by Plusnet (who were the most complained about landline provider) with 30 per 100,000 and EE, with 26 complaints per 100,000.
The industry average number of complaints for broadband was 20 per 100,000, but three companies managed to slide under the bar. They were TalkTalk (19), Virgin Media (11) and Sky (7). That’s the second-time Sky have received the fewest complaints, and it points towards excellent customer service.
Pay-monthly mobile complaints
Mobile phone service is a constant problem for a lot of people but, somewhat surprisingly, complaints about pay-monthly mobile suppliers don’t receive as many complaints as broadband or landline companies. Nevertheless, there are some which perform worse than others.
At the top of the list is Vodafone, who recorded an astonishing 18 complaints per 100,000. That’s far about joint-second place, which was taken by Talk Mobile and Virgin Mobile with 6 complaints per 100,000 each.
The industry average was 6 complaints per 100,000. TalkTalk matched that number, and EE (5), O2 (3) and Three (3) all slipped below it. Special praise has to be marked out for Tesco though, as they were found to have only 1 complaint per 100,000.
When it comes to pay-TV, there’s seemingly a new option every day. From big hitters like Sky and Virgin Media to smaller players like BT, EE and more, you’ve got plenty of choice available. So, which companies performed worse?
According to Ofcom, pay-TV complaints were most common for BT, with 19 per 100,000 customers. They’re distantly followed by Virgin Media with 7 per 100,000 and TalkTalk with 6 per 100,000, highlighting extremely poor performance from the British giant.
On average, pay-TV companies received 4 complaints per 100,000, but the best performance went to Sky (who else?), with just 1 complaint per 100,000.