Ofcom has published its latest report of broadband complaints, covering January to March 2023.
As the UK’s communication regulator, Ofcom handles complaints from customers about their broadband, phone and TV supplier. Read more about how to make a complaint to your broadband supplier here.
Each quarter, Ofcom publishes a report of these complaints, ranking suppliers by the number of times a customer registered a complaint per 100,000 customers.
Find out which suppliers receive the most complaints, which receive the fewest and where your supplier ranks.
Which supplier received the most broadband complaints?
In the first quarter of 2023, TalkTalk was the most complained about supplier for both broadband and landline.
At 20 per 100,000 customers, TalkTalk broadband received more than 60% more complaints than the industry standard and 4x as many as its best-performing competitor.
TalkTalk’s landline department fared even worse compared to other suppliers. Its 13 complaints per 100,000 customers is 85% above the industry average.
These numbers are up from last quarter, with the most common subject for complaint being tied between service faults and how previous complaints had been handled (33% of customers each).
Which supplier received the fewest broadband complaints?
The smallest number of complaints per customer were made about Sky broadband, which topped the leaderboard with the fewest or joint fewest complaints in every category.
Only 5 out of every 100,000 sky broadband customers complained to Ofcom, less than half of the industry average.
It also placed top for fewest landline complaints (3 per 100,000 customers) and fewest TV complaints (2 per 100,000), and tied for fewest mobile customer complaints with Tesco Mobile and EE.
This is a continuation of a top performance from last quarter, when Sky also received the fewest broadband complaints and joint fewest landline complaints.
How did other suppliers rank?
You can see the full ranking of suppliers in each category below. Overall, EE took a very close second place to Sky in the applicable categories (EE don’t offer any paid TV).
At the other end of the spectrum, Shell Energy’s broadband and landline departments got the second most complaints of any supplier. This may be part of the reason that, since the period this report covers, Shell Broadband and Energy have been put up for sale.
Image credit: Ofcom 2023
Image Credit: Ofcom 2023
Image credit: Ofcom 2023
Image credit: Ofcom 2023
You can read the full Ofcom broadband complaints January-March 2023 report here.
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