Commenting on Ofcom revealing the best and worst providers for broadband and phone service quality, Ewan Taylor-Gibson, telecoms expert at uSwitch.com, says:
“Telecoms customers are increasingly looking beyond price when picking a broadband and mobile contract, so today’s survey might give a number of providers pause for thought.
“While some continue to perform well in terms of complaint handling and call times, clearly one in seven broadband customers having a reason to complain is just not good enough.
“In the case of TalkTalk, which scores poorly in terms of a range of customer service measures, there’s a feeling that the provider has struggled to redress its public image since the high-profile data breach of 2015.
“Mobile providers do better overall but millions of customers still say they aren’t satisfied with their service, with Virgin Mobile and Vodafone coming bottom of the satisfaction table.
“Unhappy customers don’t have to stick it out though. If you do have a problem with your broadband or your mobile, you should raise your complaint with your provider. If you’re not happy with the solution they offer, there’s a free ombudsman service that can review your case.”
“At the end of the day, customers shouldn’t suffer shoddy service. They can vote with their feet as the likelihood is that there’s a better suited service that is more appropriate for their needs – and they may even save money in the process too.”
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