Uswitch comments on Ofcom’s findings on telecoms customer service

Justina Miltienyte, policy expert at Uswitch.com, said: “Telecoms companies faced huge challenges over the past year as they attempted to keep customers connected at a time of unprecedented demand.

“For the most part they have done a good job, and many have given out free mobile data to pupils who don’t have broadband, and acted quickly to assist vulnerable customers.

“However, customer service levels have suffered during the pandemic, and people are waiting about twice as long to get through to an advisor than they did in 2019.

“Virgin Media customers waited the longest to reach someone about their broadband, and the fact that Virgin Mobile users faced the biggest delay among mobile suppliers suggests the company has some work to do.

“Vodafone received the most complaints about its broadband service, which is disappointing at a time when so many consumers rely on their connection to work from home.

“If you are frustrated by long waits to get through to your provider on the phone, see if they have a live chat function, which could be quicker.

“If you’re still not happy with the service you’re receiving, talk to your provider in the first instance. You can switch to another supplier without any charges if you are out of contract.” 

FOR MORE INFORMATION

Chris Thomas

Phone: 07974 471 314

Email: a-chris.thomas@rvu.co.uk

Twitter: @UswitchPR

About Uswitch 

Uswitch is one of the UK’s top comparison websites for home services switching, including energy, broadband and mobiles. 

More people go to Uswitch to switch their energy, broadband and mobile than any other site, and we have saved consumers over £2.7 billion off their bills since we launched in September 2000.

Free mobile app Utrack also helps households manage their home energy usage and make potential savings. 

Uswitch is part of RVU, a group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.