Best and worst telecoms customer service revealed Add to Your Pages
30 April 2019
Ofcom shines a light on major broadband and phone companies performance
TalkTalk broadband customers are less likely than average to be satisfied with their service
Giffgaff and Tesco Mobile more likely to be recommended by customers than the biggest four mobile firms
Ofcom today reveals which broadband and phone companies get the best and worst satisfaction scores from their customers.
Our report gives independent insights into the customer service provided by the UK's major telecoms firms. It is based on detailed customer research and industry data.
Broadband satisfactionOverall, 83% of broadband customers are satisfied with their service (similar to last year: 80%), while 13% had reason to complain in 2018 (down from 15% in 2017).[1]
TalkTalk scores below the industry average on several measures, with its broadband customers less likely to be satisfied with their overall service and less likely to recommend their provider to a friend.
TalkTalk customers are also more likely to have a reason to complain, less likely to have their complaint resolved on first contact, and less likely be satisfied with how their complaint is handled.
Across the industry, satisfaction with complaints handling could be improved only around half of those who make a complaint are satisfied with how it is handled. However, Sky broadband customers are less likely than average to have reason to complain, and more likely to be satisfied with how their complaint is handled.
Mobile satisfaction
Ninety-three per cent of mobile customers are satisfied with their overall service (similar to last year: 91%), with a small proportion (3%) saying they are unhappy.
Giffgaff and Tesco Mobile customers are more likely to recommend their provider to a friend. Their customers also have above-average satisfaction with value for money (97% for giffgaff and 92% for Tesco Mobile, compared to an 87% average).
Vodafone customers, on the other hand, are less likely to be satisfied with value for money (82%), while Virgin Mobile customers have below-average satisfaction with how their complaint is handled. Both companies are also less likely to resolve complaints on first contact.
However, satisfaction with mobile reception is increasing across the board (87%, up from 84% last year). Ofcom's mobile coverage checker lets people easily see how estimated coverage levels compare across the UK and among different providers.
Complaints to OfcomComplaints to Ofcom about broadband firms fell by 23% last year, from 75 complaints per 100,000 customers on average in 2017, to 58 in 2018. Most companies ended 2018 better than (or broadly the same as) they started the year.
However, complaints about Plusnet owned by BT more than doubled in the last quarter of 2018. In that period, the company experienced issues with a new billing system it launched.
Complaints to Ofcom about mobile companies fell by 15% last year from 20 complaints per 100,000 customers on average, to 17 last year.
For the first time, Sky Mobile is included in the mobile league table and enters with the fewest complaints. This means Sky is the least-complained about provider across all four services broadband, landline, mobile and pay TV.[2]
Lindsey Fussell, Ofcom's Consumer Group Director, said: Shabby service can be more than just frustrating; it can have a big impact on people and small businesses who rely on being connected.
When you're shopping around for a phone or broadband service, quality can be just as important as price. This information can help buyers make the right decision.
Fairness for customers
As well as arming customers with the information they need to choose the provider that's best for them, Ofcom is also working to improve service quality by introducing:
money back for broadband and landline customers when things go wrong, from this month;
clear, honest information for broadband shoppers before they commit to a contract about what speeds they will get, from last month;
a price cap on directory enquiry (118) numbers, from this month;
a major new information campaign and website, Boost Your Broadband, to help people get faster broadband and save money; and
easier switching for mobile customers, which comes into effect by 1 July.
We have also set out plans to make companies tell people when their contracts are coming to an end, and what their best available deals are. And we are reviewing broadband companies' pricing practices, examining why some people pay more than others, and how mobile operators charge for handsets when these are bundled with airtime.
NOTES TO EDITORS1. Satisfaction with overall service, for broadband and mobile, is not statistically different from last year.
2. The actual measurable difference between some complaints figures per 100,000 subscribers is less than one, so EE's landline result should be considered comparable to Sky's, as should Tesco Mobile's and Sky's results in the pay-monthly mobile sector.
3. We interviewed around 19,000 UK adults in total:
9,517 about complaints handling, via an online panel.
2,547 about customer satisfaction, face-to-face, plus a further 831 online.
6,399 about reasons to complain, face-to-face.
4. Overviews of data for each market are below. Red or green shading indicates significantly lower or higher than the sector average; and arrows indicate significantly lower or higher than the previous year.
Broadband
Landline telephone
Mobile
CONTACTHarry Rippon
harry.rippon@ofcom.org.uk
0300 123 1795
Add to Your Pages
Most recent headlines
06/10/2025
France T l visions, France's leading broadcaster, has received the 2025 EBU ...
04/09/2025
Monumental Sports & Entertainment (MSE), in collaboration with Dalet, has been a...
07/08/2025
July 8 2025, 22:30 (PDT) Tata Motors & Dolby Bring Dolby Atmos to Harrier.ev, R...
15/07/2025
The National Film and Video Foundation (NFVF), an agency of the Department of Sp...
15/07/2025
L3Harris put its CORVUS-RAVEN counter-small UAS capability into the hands of soldiers at VANAHEIM, showcasing its ability to provide passive signal detect, enha...
15/07/2025
Netflix Viewing Up 13.5% vs. May, Represents 42% of Monthly Gain for Streaming
...
15/07/2025
SAN FRANCISCO and BENGALARU, India Sangeeta Chakraborty has been named chief revenue officer at Amagi, a cloud-based software-as-a-service (SaaS) technology pro...
15/07/2025
As part of its mandate, the Advanced Television Systems Committee the U.S. organization tasked with developing advanced broadcast TV standards promotes ATSC 3.0...
15/07/2025
QuickLink, the leading global provider of multi-camera video productions and remote contributions, announces the launch of two innovative control panels Studi...
15/07/2025
Chris Kontopanos has joined leading high-quality microphone solutions manufacturer, DPA Microphones, as the company's new Regional Sales Manager for the Mid...
15/07/2025
Magnifi by VideoVerse, a global leader in AI-powered video automation, has launched a major platform upgrade built to simplify live and archival video editing f...
15/07/2025
Telestream, a global leader in media workflow technologies, will preview its latest innovations at IBC2025, Stand 7.B21. This year's showcase highlights how...
15/07/2025
IBC2025 is set to transform the onsite experience for its global attendees with the launch of a pioneering new feature: full integration of Amsterdam's GVB ...
15/07/2025
Music, sport and technology collided in spectacular fashion as ASB GlassFloor powered the debut of Beats N Buckets, Germany's first Basketball meets Hip-Ho...
15/07/2025
The Collectv, the Emmy award-winning broadcast solutions and workflows consultancy - and winner of Broadcast Tech's Team of the Year is delighted to announc...
15/07/2025
SipRadius, the expert in secure, low latency media transport, will showcase how broadcasters and media companies can take control of fragmented IP workflows at ...
15/07/2025
Appear, the global leader in live production technology, today announced its strategic partnership with beIN ASIA PACIFIC, a leading multi-platform sports media...
15/07/2025
Company marks 15 years of innovation at the show
Broadpeak, a leader in streaming and monetization at scale, will return to IBC (Hall 1, Stand F83. RAI, Amster...
15/07/2025
New software solutions extend trusted timing measurement across broadcast, venue, and professional AV applications
Hitomi Broadcast, the market leader in audi...
15/07/2025
SHENZHEN, China Telycam has added control options for its portfolio of pan-tilt-zoom (PTZ) cameras with a new plug-in for Elgato's Stream Deck family of con...
15/07/2025
MELVILLE, N.Y. Chyron said its Chyron LIVE cloud-native live production solution has successfully completed the Amazon Web Services (AWS) Foundational Technical...
15/07/2025
PHILADELPHIA The Xumo streaming platform joint venture between Comcast and Charter has announced the nationwide launch of a new line of Xumo TVs from Westinghou...
15/07/2025
LONGMONT, Colo. DPA Microphones said Chris Kontopanos has joined the microphone solutions provider as its new regional sales manager, Mid-Atlantic....
15/07/2025
NOT FOR DISTRIBUTION IN OR INTO OR TO ANY PERSON LOCATED OR RESIDENT IN THE UNIT...
15/07/2025
News Corp Authorizes New $1 Billion Stock Repurchase Program and Intends to Acce...
15/07/2025
Back to All News
Netflix Announces the Start of Production of Los secretos de l...
15/07/2025
Harmonic's Hybrid, AI-Powered and Live Sports Streaming Innovations are Key ...
15/07/2025
The well-known and well-loved 4099 has been completely revamped. It features amazing CORE+ technology, which eliminates distortion and extends dynamic range, a ...
15/07/2025
Comscore Partners with HyphaMetrics to Launch Advanced Person-Level Audience Mea...
15/07/2025
Peak audiences of over half a million tune into both Kerry v Tyrone and Donegal ...
15/07/2025
PROTON Announces Production Facility Expansion Ahead of IBC2025 posted: 15/07/2025
Proton Announces Production Facility Expansion Ahead of IBC2025
Alongs...
15/07/2025
Submissions for NVIDIA's Plug and Play: Project G-Assist Plug-In Hackathon a...
14/07/2025
The Royal Moroccan Air Force hosted a C-130 award ceremony with L3Harris Technologies President of Intelligence, Surveillance and Reconnaissance Jason Lambert a...
14/07/2025
UK launch set for September, following on from recent US and Germany releases
London - UK, July 14, 2025 - Nielsen, a global leader in audience measurement, da...
14/07/2025
SHENZHEN, China Telycam has added control options for its portfolio of pan-tilt-zoom (PTZ) cameras with a new plug-in for Elgato's Stream Deck family of con...
14/07/2025
The awards are open to IBC2025 show exhibitors and offer a valuable platform for companies to raise awareness for the new products and solutions they will be la...
14/07/2025
Clear-Com is excited to announce a significant expansion of the award-winning Arcadia Central Station with new software updates. Together, these releases dram...
14/07/2025
Grass Valley and Daktronics today announced a strategic technology partnership that unites Grass Valley's live production expertise with Daktronics' lea...
14/07/2025
Cloud playout solutions provider, Veset, and swXtch.io, provider of cloud-based multicast and reliable networking solutions, are partnering to deliver multicast...
14/07/2025
Tintri , a DDN subsidiary and leader in AI-powered data management solutions, today announces a game-changing and award-winning refresh to its global Partner P...
14/07/2025
HighField AI, the broadcast industry's first agentic and multimodal AI platform for automating graphics production, is now commercially available. Developed...
14/07/2025
Encompass Digital Media has today announced that it has been delivering a complex global services project for DAZN, the world s leading sports entertainment pla...
14/07/2025
MASV (massive.io), the fastest, most reliable large file transfer platform trusted by over 10,000 global organizations, announced today it will showcase its nex...
14/07/2025
Calrec is introducing a series of usability, customisation and system enhancements across the entire range of Argo consoles at IBC 2025, on Stand 8.C47. Look ou...
14/07/2025
Fincons Group, IT business consultancy and systems integrator company with more than 40 years of experience in the market, is proud to announce a new engagement...
14/07/2025
Intinor returns to IBC to present the latest updates to its Direkt series. A key development on show is Intinor Direkt Management (IDM), a web-based interface f...
14/07/2025
Back to All News
Trailer Out Now! Netflix and YRF Entertainment's Mandala ...
14/07/2025
Back to All News
25 Former Athletes Seek Redemption in Final Draft,' Japan...
Best and worst telecoms customer service revealed Add to Your Pages 
