
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
05/01/2027
Worlds first 802.15.4ab-UWB chip verified by Calterah and Rohde & Schwarz to be ...
04/08/2026
Dalet, a leading technology and service provider for media-rich organizations, t...
04/07/2026
April 7 2026, 19:00 (PDT) Detective Conan: Fallen Angel of the Highway Opens in...
01/06/2026
January 6 2026, 05:30 (PST) Dolby Sets the New Standard for Premium Entertainment at CES 2026
Throughout the week, Dolby brings to life the latest innovatio...
02/05/2026
Dalet, a leading technology and service provider for media-rich organizations, t...
01/05/2026
January 5 2026, 18:30 (PST) NBCUniversal's Peacock to Be First Streamer to ...
13/04/2026
ToolsOnAir Composition Builder 2026 Boilerplate
More Details: The Composition Builder 2026 application for macOS enables TV stations and Live Event broadcast...
13/04/2026
ToolsOnAr just:live pro 2026 Boilerplate
More Details: just:live pro 2026 is a Multi-Channel Live Production Playout solution for video and static or real-ti...
13/04/2026
ToolsOnAr just:play pro 2026 Boilerplate
More Details: just:play pro 2026 is a Multi-Channel automated 24/7 Master Control playout solution with SD, HD and U...
13/04/2026
ToolsOnAr live:cut 2026 Boilerplate
More Details: live:cut is an option to just:in mac pro 2025 and enables multicamera production workflows for up to 16 cam...
13/04/2026
ToolsOnAir Just In Mac Lite NDI 2026 Boilerplate
More Details: The Just In Mac Lite NDI application is a streamlined media capture solution designed specific...
13/04/2026
ToolsOnAir Just In Mac Lite 2026 Boilerplate
More Details: The Just In Mac Lite application is a streamlined media capture solution designed specifically for...
13/04/2026
ToolsOnAir just:in mac pro 2026 Boilerplate
More Details: just:in mac pro is a macOS-based client-server multichannel capture solution to record SDI, HDMI, N...
13/04/2026
Telos Alliance has announced that J nger Audio has joined the EBU ADM Implementers Group (ADM-IG) as a founding member. The group is focused on advancing ADM an...
13/04/2026
Grass Valley will demonstrate its Alliance Partner ecosystem at NAB Show 2026 (Booth C2408, Central Hall, April 19-22), showing AMPP integrations across live pr...
13/04/2026
Media Links will exhibit at NAB Show 2026 (Booth W2033), demonstrating IP transport solutions for live production including hitless protection technology, Xscen...
13/04/2026
NBC Sports has announced a programming, distribution, and sales partnership with...
13/04/2026
FloSports has promoted Chief Operating Officer Jayar Donlan to President, effective immediately. In his new role, Donlan will lead the company's commercial,...
13/04/2026
PanCam Pictures, the documentary production company founded by Paul Camarata, us...
13/04/2026
Mimir will exhibit at NAB Show 2026 (North Hall, Booth N2850), demonstrating its cloud-native media production platform with new capabilities including Mimir Cu...
13/04/2026
BBright has announced that its IP Gateway now supports the Reliable Internet Stream Transport (RIST) protocol. The addition will be introduced at NAB Show 2026 ...
13/04/2026
Net Insight has been awarded a development project through the European Space Agency's Navigation Innovation and Support Program (NAVISP), with co-funding f...
13/04/2026
intoPIX will exhibit at NAB Show 2026, marking the company's 20th anniversary. The company will demonstrate its JPEG XS compression portfolio and IPMX-appro...
13/04/2026
Starting from scratch, the team built an in-house content platform comprising ga...
13/04/2026
Here's a look at some of the new products and updates, along with audio-centric conferences, that attendees will find next week at the show
When the 2026 N...
13/04/2026
Avid will launch new integrated newsroom capabilities for Avid for News at NAB Show 2026 (Booth N2226, April 18-22), demonstrating how Avid Content Core connect...
13/04/2026
Synamedia has announced a new version of Quortex PowerVu, an IP-native, software...
13/04/2026
Mediaproxy has developed a suite of AI-powered tools for brand and advertisement tracking, integrated into its LogServer compliance logging and analysis platfor...
13/04/2026
Disguise will demonstrate its media servers and software at NAB Show 2026, appearing across five partner booths in Central Hall: MRMC, B&H, Planar, CarbonBlack,...
13/04/2026
OpenDrives is introducing OpenDrives Edge at NAB Show 2026, a hybrid cloud-edge performance accelerator for distributed video and rich media workflows. The prod...
13/04/2026
The show will deploy 18 cameras across two sets and the draft floor, including a...
13/04/2026
Intuitive EQ plug-in gets an upgrade
Following its official launch back in February 2026, Musik Hack's intuitive EQ plug-in has been treated to its firs...
13/04/2026
Flagship soft synth collection expanded
The latest version of UVI's flagship vintage-inspired soft synth collection has just arrived, expanding the suit...
13/04/2026
Free version of innovative string library arrives
Released in October 2025, Lux Orchestral Strings was said to be Sonuscore's most ambitious library to ...
13/04/2026
The Girls' Research Camp is part of the Technology - Future in Bavaria edu...
13/04/2026
Rohde & Schwarz transforms submarine communications for real time underwater dom...
13/04/2026
Rohde & Schwarz enables Pulsar signal simulation to support next-generation navi...
13/04/2026
L3Harris is accelerating the development of infrared payloads for Space Development Agency's Tranche 2 Tracking Layer, to help meet urgent national defense ...
13/04/2026
By leveraging cutting-edge unfilmed Gen III image intensifier technology, NOVA delivers unmatched clarity, range, and reliability in low-light environments - en...
13/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
13/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
13/04/2026
Explore new Disguise plugins, including Sony's VP integration; Listen to panels across partner booths at Sony and B&H
Disguise, the company powering everyt...
13/04/2026
TAG Video Systems, the leading IP-native Realtime Media Platform, has announced its participation in the Media Exchange Layer (MXL) interop initiative. TAG has ...
13/04/2026
Today, Chaos launched V-Ray for Blender Community Edition at BCON Austin 2026, making its production-proven 3D renderer free for all Blender users. The same Aca...
13/04/2026
Additions strengthen LTN's leadership as broadcasters scale satellite-to-IP transition
LTN today announced the appointments of Mark Romano as Vice Presiden...
13/04/2026
LEEDS, UK, APRIL 13, 2026 NUGEN Audio releases Halo Vision v1.2, a significant update to its real time, customizable audio analysis suite for 3D, surround and...
13/04/2026
Atomos today announced the acquisition of Flanders Scientific (FSI), one of the most respected names in professional reference monitoring. This strategic move r...
13/04/2026
How Mei Semones Built Her Sound from J-Pop, Jazz, and Bilingual Songwriting The indie-pop artist combines agile guitar lines, rhythmic shifts, and lyrics that...
13/04/2026
Cue the Change: Jonathon Heyward Is Making Classical Music More Relatable Nicknamed the Converse Conductor, the Boston Conservatory alum holds top conductin...
13/04/2026
Heat Wave: Inside Miamis Sizzling, Boundary-Blurring Latin Music Scene In a city shaped by migration and exchange, Berklee alumni are helping drive a Latin mu...