Time to switch your broadband? Most complained about providers REVEALED

Britain’s broadband might be improving but it seems UK suppliers could still do better.

Ofcom has just published data revealing the volume of consumer complaints it has received against major providers of broadband, telecoms and pay-TV services.

The UK communications regulator said that complaints were slightly up for landline and pay-TV services between Q2 and Q3 in 2017, while overall broadband and pay-monthly mobile complaints figures remained the same.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “We’re shining a light on how different providers perform, and it’s clear many need to up their game on service quality and complaints handling.

“People expect high standards from their providers, and companies must put their customers first.”

So who were the most complained about in each category?

BROADBAND

Ofcom says it saw the most broadband complaints coming from TalkTalk customers with Plusnet and BT following closely behind.

The least complained about broadband firms were Sky, EE and Virgin Media.

LANDLINE

Coming out on top for landline complaints were the Post Office with Plusnet and TalkTalk both featuring in the list.

Once again, Sky, EE and Virgin Media were all revealed as the least complained about when it came to landlines.

PAY-TV

Complaints about Pay-TV were much lower than broadband and landlines.

However, according to Ofcom the most complaints were lodged against BT with Virgin and TalkTalk following behind.

Sky scored the lowest marks for complaints against its service.

In response to the findings TalkTalk told the BBC that Indian call centres closing had been partially to blame for the poor score.

“That move, and a radical shift to self serve, is already delivering a material improvement in customer satisfaction and we expect complaint data for 2018 to reduce significantly,” the firm said, adding that it was “disappointed” by the findings.

The news of complaints made against suppliers comes as BT has just announced a new service aimed at combating poor speeds.

The telecoms giant has just announced its new Ultrafast Fibre packages which will bring speeds of over 300Mbps to customers across the UK.

At this full speed you’ll able to download a full HD movie in under three minutes – the same would take almost an hour on current average speeds.

As well as being incredibly fast, BT is also offering compensation if speeds should ever drop below 100Mbps.

BT says no other UK Internet Service Provider currently guarantees these high speeds – backed by compensation.

“We are the first and only company to guarantee speeds of 100Mbps for our customers,  even at peak times when people really need their broadband to deliver,” said Marc Allera, chief executive of BT Consumer. 

“Ultrafast technology is going to be a vital part of a transformation in the speed that our customers receive.

“Whether it is six in the evening or six in the morning, with Ultrafast Fibre everyone can be online at the same time, streaming, downloading and gaming.”