Uswitch.com responds to Ofcom’s latest telecoms and pay TV complaints data

Ernest Doku, telecoms expert at Uswitch.com comments:

"It’s good news to see the overall volume of complaints for fixed broadband and landline providers has decreased, following a noted increase in complaints of Q3 of 2023. This is a positive sign that providers are listening to customer feedback and enhancing their processes and offerings accordingly.

“Amongst the individual providers, it’s encouraging that Sky has retained its crown as the best-performing broadband provider, receiving the fewest complaints - the latest string to its bow, with strong performance in the mobiles market too.

“Tesco Mobile also topped the list as one of the least-complained about mobile providers, echoing the views of Uswitch customers, with its recent win as Best Network for Customer Service at the Uswitch Telecoms Awards 2024.

“It’s disappointing to see Virgin Media remains at the bottom of the tables for a consecutive period. The data shows that not only are Virgin Media’s broadband customers experiencing more faults than expected, but 43% are unhappy with complaints handling. While people are willing to accept that faults can happen at times, consumers could be tempted away to other providers offering a more supportive response than Virgin Media.

“With billing, pricing and charging making up one fifth (19%) of broadband complaints and 21% of mobile complaints, it’s no surprise that Ofcom is taking action in this area with a proposed ban on inflation-linked percentage price increases, in favour of a clearer ‘pounds and pence’ format. The regulator likely hopes that this change would bring about greater transparency for consumer billing.”

Chris Thomas

PR Contractor

v-chris.thomas@rvu.co.uk

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.