Uswitch responds to Ofcom’s latest report into customer service levels across the telecoms industry
Ernest Doku, telecoms expert at Uswitch.com comments:
“It’s disappointing to see satisfaction with mobile customer service has fallen in the last 12 months, but heartening to see broadband remaining the same, and satisfaction remaining high overall.
“Investments in infrastructure, including the 5G roll out and ongoing 3G switch-off, should mean that consumers are getting more for their money, however providers must also ensure they continue to listen to their customer’s needs.
“It is also deeply concerning to see that around only half of customer complaints are dealt with in a satisfactory manner. Shell Energy took the title for the longest waiting times of broadband providers, while EE had the longest for mobile.
“It’s great to see Virgin Media has actually reduced broadband and mobile call waiting times - an impressive shift from being the worst performer in 2021 and 2019 for broadband and mobile respectively. A win for the company’s long-standing customer base, who will have experienced a dramatic improvement over time since their complaints were previously raised.
“If you’re experiencing long call waiting times, consider contacting your provider by webchat, as only 17% of mobile customers and just 6% of broadband customers use this as a route to speak with a customer service advisor, giving you a better chance of getting through faster.
“If you’re unhappy with your customer service - especially if you’ve faced price rises this year - don’t suffer in silence. If you’re out of contract, you can switch without paying any exit fees.”
Sarika Patel
Senior PR Manager
sarika.patel@uswitch.com
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.