The UK’s biggest broadband suppliers have been named and shamed by regulator Ofcom. And this latest report makes grim reading for anyone thinking about joining TalkTalk.
Yes, TalkTalk was the Internet Service Provider (ISP) with the highest number of complaints from unhappy customers. The broadband supplier recorded 14 complaints per 100,000 customers, according to the latest Ofcom report. Worse still, TalkTalk saw complaints increase compared to the previous quarter.
It’s not all doom and gloom for TalkTalk. The brand joined Sky TV as the least complained-about provider of pay-TV in the UK over the same period.
Ofcom ranks the biggest broadband companies based on the number of complaints received every quarter. The latest data shows TalkTalk customers had the worst experience
OFCOM PRESS OFFICE
Ofcom, the UK telecoms regulator, publishes its report card on the biggest firms supplying our internet, landline phones, and paid- TV products each quarter. Each of these brands is ranked based on the number of complaints from customers who have escalated their complaints to Ofcom.
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This is because there’s no way for Ofcom to track the number of complaints made directly to the companies. As such, it’s possible some of these broadband brands receive more moans from subscribers, but their customer service teams were able to resolve them satisfactorily — preventing them from escalating to the regulator.
Pay monthly and SIM-only customers with O2, which is owned and operated by Virgin Media O2, had the highest number of complaints
OFCOM PRESS OFFICE
The figures in the latest Ofcom report cover the third quarter of 2024, extending from July to September. Overall, Ofcom saw a slight decrease in the number of complaints overall compared to the previous quarter.
While TalkTalk was the most complained-about broadband brand, O2 topped the charts for groans from mobile phone users, and Virgin Media led the pack when it comes to Pay TV complaints.
This is the rundown of the latest findings from Ofcom:
Broadband complaints per 100,000 customers
- TalkTalk: 14
- EE: 13
- Virgin Media and NOW: 12
- Vodafone: 11
- BT Broadband: 10
- Plusnet: 8
- Sky Broadband: 5
Mobile complaints per 100,000 customers
- O2: 5
- Three UK: 3
- iD Mobile, EE, and Vodafone: 2
- Sky Mobile and Tesco Mobile: 1
Pay TV complaints per 100,000 customers
- Virgin Media: 9
- EE (previously BT TV): 8
- Sky TV and TalkTalk TV: 2
When it comes to broadband, TalkTalk’s complaints were primarily driven by issues with faults and service provision, which accounted for 33% of customer grievances, Ofcom data shows. A spokesperson for the company told GB News: “We have always been committed to delivering the best possible service for our customers.
“While this number represents a very small proportion of our total customer base, we are disappointed, and determined to improve on it. We continue to invest to enhance the way we work with customers, making it easier than ever to get in touch with us through a variety of contact methods, and expect to see this reflected in future reports.”
Virgin Media was ranked well above the industry-standard for Pay TV complaints to Ofcom
OFCOM PRESS OFFICE
The ISP said it continues to invest in enhancing customer experience with new methods to contact its support team, like WhatsApp. It’s also implementing AI features to improve its service, which it expects will lead to better results in the next report from Ofcom.
According to Ofcom, the majority of mobile complaints to O2 were driven by issues around how complaints were handled, marking it as the most criticised mobile operator with 5 complaints per 100,000 customers.
In the Pay TV sector, Virgin Media continued to struggle with 9 complaints per 100,000 customers — significantly above the industry average of 4.
Virgin Media O2 CEO Lutz Schüler addressed these concerns in a recent blog post, highlighting that 92% of complaints were now being resolved within 24 hours. Mr Schüler wrote: “While I’m pleased that the vast majority of our customers are satisfied with the service they receive, we are committed to doing better.
“Our goal, which we’re already backing with increased investment, is to provide consistently exceptional service and give all our customers greater confidence that if an issue does arise, they will be able to contact us easily and we’ll be able to provide a speedy resolution. Basically, if there’s a problem we’ll fix it quickly, simply and with no hassle. That is why, last year, we drew a line in the sand and implemented a comprehensive strategy to transform customer service.”
Virgin Media O2 says that investment in customer service has been doubled, with a focus on complex queries and new IT tools. Simplified systems and processes will allow agents to support all Virgin Media and O2 customers, while upskilling will enable agents to resolve most queries first-time. AI tools will assist agents, and persistent pain points will be addressed based on customer feedback.
The company reports that these measures have reduced the average call waiting times from two minutes in 2023 to just 44 seconds in the past three months.
“There isn’t a simple overnight fix. It will take time to get to where we want to be, and there may be bumps on the road, but we’re already seeing some real tangible progress,” the Virgin Media O2 executive acknowledged.
Sky emerged as the standout performer across all service categories, maintaining consistently low complaint levels throughout the quarter. The provider received just 5 complaints per 100,000 customers for broadband, 1 for mobile, and 2 for Pay TV services.
Devesh Raj, Chief Operating Officer at Sky, said: “Sky has received the fewest complaints in total to Ofcom across all categories out of all providers. This success is a testament to the outstanding efforts of our teams across all departments, from technology to customer service, enabling us to deliver the best possible Sky experience.”
The proportion of satisfied customers across the telecommunications sector remained substantial, with 82% satisfaction for broadband services and 87% for mobile services, according to Ofcom’s most recent satisfaction data.
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Discussing the latest findings, Ernest Doku, telecoms expert at Uswitch.com, told GB News: “It’s reassuring to see there has been a continued trend of decreasing broadband complaints. However, these remain at more than triple the volume of complaints for pay-monthly mobile, showing there is still work to be done.
“TalkTalk has overtaken NOW Broadband when it comes to being the most complained about broadband provider. It recently announced internal steps to improve its customer management software, which will be a welcome sight for tired consumers.
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“The volume of complaints in the mobile industry remains broadly the same, however, O2 tops the list of the UK’s worst-performing networks once again for resolving customer complaints. Recently the brand has announced a large investment in improving its customer service, so the proof of this will hopefully be in the pudding later in 2025.
“It’s pleasing to see brands such as Sky Mobile and Sky Broadband continue to place a significant effort on looking after their customers while continuing to challenge the wider industry to hopefully raise its standards. With price rises on the horizon for many mobile and broadband customers in the next couple of months, consumers will be placing even better emphasis on value for money. Providers need to ensure they are offering customers great service across the board, or they will start voting with their feet.”