Areyou with the UK's worst broadband provider?
Regulator Ofcom has named and shamed the most-complained-about broadband suppliers in the UK, and it makes for grim reading for anyone signed up with NOW, formerly NOW TV. Owned and operated by Sky, NOW offers 24-month broadband deals as well as a contract-free way to stream live channels and boxsets.
But in the latest quarterly figures from the industry watchdog, NOW received more complaints than its closest rivals, totalling 22 complaints per 100,000 subscribers between January and March.
According to Ofcom, the industry average for broadband complaints is 11 per 100,000 subscribers
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That's well above the industry average of 11.
Most of these complaints to Ofcom were driven by how existing complaints were being handled by NOW. And the bad news doesn't end there for NOW, which also topped the leaderboard as the most-complained-about landline provider too.
NOW offers landlines as part of its broadband bundles, which run on the BT-owned Openreach network.
Virgin Media and EE were in a close Silver-Medal position when it came to complaints about landline services, with the former suffering from complaints about how it handled complaints, while EE complaints were mainly centred around faults, service, and getting new services connected.
As well as ranking top on the leaderboard for broadband complaints, NOW customers complained about landline services more than any other provider
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Utility Warehouse generated the fewest complaints for landline services, while Sky and Shell Energy were the least complained-about broadband providers in the latest three months of data from Ofcom.
O2 remains the most complained-about mobile operator, with complaints again mostly driven by how customers’ complaints were being handled. Tesco Mobile, Sky Mobile, EE and Vodafone received the fewest complaints in the mobile category.
Virgin Media was the most complained-about pay-TV provider with 11 complaints per 100,000 subscribers, well above the industry average of four, and significantly higher than TalkTalk on three and Sky and EE on two.
Ofcom said overall complaints fell compared to the previous quarter. But while it's undeniably positive that the overall number of broadband complaints has fallen, Ofcom’s figures show there is still plenty of room for improvement in the sector.
Complaints about landline, fixed broadband and pay-TV all fell while complaints about mobile services increased slightly. Ofcom Policy Director Fergal Farragher said: “We’re pleased to see a fall in complaints based on the previous quarter, and we’re especially heartened by an improvement among some providers we have engaged with following previous poor performance.
“However, there is still room for improvement across many services. It’s notable that a major issue for customers is how providers deal with their complaints. This drives many of the complaints we receive, so is clearly an area where providers must raise their game.”
The single biggest reason that disgruntled broadband customers reached out to Ofcom to lodge a complaint was around how existing issues with the provider had been handled
GETTY IMAGESA Virgin Media O2 spokesperson said: “We know we don’t always get it right when it comes to customer service and we have a comprehensive strategy in place to improve.
"We have boosted the number of agents, including in specialist teams that handle the most complex issues, we’re investing more money in customer-facing areas of the business, multi-skilling our teams, transforming our IT systems and improving our digital tools.
“We know that change takes time and this can’t be fully fixed overnight, but we have a clear plan that has already led to a reduction in complaints, improved customer satisfaction scores and lower call waiting times.”
Rocio Concha, Which? Director of Policy and Advocacy, told GB News: "While it's positive that the overall number of broadband complaints has fallen, Ofcom's figures show there is still plenty of room for improvement in the sector.
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"Recent Which? research named Virgin Media the worst broadband firm for customer service. Half (50%) of Virgin Media customers experienced at least one customer service issue when getting in touch with their provider in the year to May 2024.
"It is never OK for firms to provide sub-standard customer service, but in an essential sector providing vital services millions rely on every day, it is completely unacceptable. Virgin Media and any other firms falling short must improve their customer service and give consumers the support they deserve."
