The results are in and there are some big winners and losers in the latest stats from Ofcom. The UK telecoms regulator releases figures throughout the year exposing the most and least complained about broadband and it seems Sky’s NOW service needs to pull its socks up.
The Internet Service Provider (ISP) came bottom of the list for overall moans scoring 18 complaints per 100,000 subscribers. That’s surprising as at the other end of the table is Sky’s own broadband platform which scored just 5 complaints per 100,000.
Ofcom said that NOW users were mostly annoyed by how their complaints were handled. Coming second from bottom was Virgin Media (15 complaints per 100,000) followed by EE (14 complaints per 100,000).
As we mentioned before, Sky scored the fewest moans followed by Plusnet, then TalkTalk and BT.
HERE ARE THE FULL BROADBAND RESULTS
SKY • 5 complaints per 100,000
PLUSNET • 6 complaints per 100,000
TALKTALK • 10 complaints per 100,000
BT • 10 complaints per 100,000
VODAFONE • 12 complaints per 100,000
EE • 14 complaints per 100,000
VIRGIN MEDIA • 15 complaints per 100,000
NOW • 18 complaints per 100,000
Along with checking out those issues with broadband, Ofcom has also dug into the data and released figures about Landline, Mobile and Pay-TV gripes as well.
Looking at telly providers it seems Sky is the winner again with a score of just 1 complaint per 100,000 users. EE and Virgin both came bottom for TV with scores of 9 each.
Mobile users were most angered by O2 (8 complaints per 100,000) with Tesco Mobile getting the least amount of gripes with 1 complaint per 100,000.
HERE ARE THE FULL PAY TV RESULTS
SKY • 1 complaints per 100,000
TALKTALK • 2 complaints per 100,000
BT • 9 complaints per 100,000
VIRGIN MEDIA • 9 complaints per 100,000
HERE ARE THE FULL MOBILE RESULTS
TESCO • 1 complaints per 100,000
EE • 2 complaints per 100,000
VODAFONE • 2 complaints per 100,000
SKY • 2 complaints per 100,000
ID MOBILE • 2 complaints per 100,000
THREE • 3 complaints per 100,000
O2 • 8 complaints per 100,000
“In the quarter from April to June (Q2 2024), complaints to Ofcom remained similar to the previous quarter (Q1 2024: January to March 2024), Ofcom explained.
“Complaints about fixed broadband, landline, and pay-monthly mobile decreased and complaints about pay-TV stayed the same.”
Commenting on the latest figures Ernest Doku, telecoms expert at Uswitch.com said: “It’s encouraging to see that the overall volume of broadband complaints has decreased across most providers. While NOW Broadband is once again the most complained about broadband provider, the decline in the number of complaints it has received this quarter shows signs that the provider is listening to feedback.
“Complaints among pay-monthly mobile customers are also lower – a positive change from the previous quarter. It is, however, disappointing that O2 continues to be the most complained about mobile provider, with complaints now twice the amount received at the start of 2023.
“With many providers set to raise prices next year – yet again – and the recent launch of One-Touch Switch making broadband switching even easier, providers with dissatisfied customers need to be on their toes now more than ever to avoid losing customers”.
