Understanding Broadband Suppliers Complaints in the UK

The UK broadband market has a lot of competition. Many providers are always looking to make their services better for millions of users. Still, it is common to hear complaints about broadband. People often face problems such as slow broadband speed, weak connections, and poor customer service. To help users choose better, Ofcom, the UK’s communications regulator, shares detailed reports about these complaints. They rank the providers based on how unhappy customers are. This guide will look at these findings and give useful tips for users who have problems with their broadband provider.

Overview of Broadband Complaints

Broadband complaints show when users feel unhappy and when services have problems. From April to June 2024 (Q2), Ofcom noticed a small drop in broadband and landline complaints compared to the last three months. Still, problems like bad complaint handling, slow internet speeds, and service outages happened often with some providers. Here’s a summary of the trends:

• NOW Broadband has the most complaints among broadband providers. This is mainly because they struggle to resolve issues.
• Sky has the least complaints, which means they have good customer satisfaction and reliable service.
• When it comes to landline problems, EE has the most complaints due to faults and setup issues. On the other hand, Utility Warehouse has no complaints at all.

Virgin Media and EE got the highest number of complaints about their pay-TV services. Customers said that poor customer service and unreliable services were the main problems.

Broadband Providers Ranked by Complaints (Per 100,000 Customers)

Correct as of 18/11/2024. Source Ofcom

Key Takeaways for Users:

• Sky: It offers a good broadband service. There are not many complaints about it.
• NOW Broadband: Many users feel frustrated with how their complaints are managed. This shows problems with customer service.
• BT and Vodafone: They provide decent services, but there are some issues in fixing problems and giving technical support. This leads to more complaints.

These rankings help users see how trustworthy different providers are. This is helpful before you choose a broadband package.

Correct as of 18/11/2024. Source Ofcom

Reasons Behind Broadband Complaints

Understanding why people have problems with broadband is important. It can help you solve your issues or even prevent them. Ofcom’s reports point out these main reasons:

Industry-Wide Complaint Drivers:

• Service Problems: Many people say their broadband is slow. It often has breaks or stops working completely. This is a big issue for those who need a steady connection to work or watch videos.
• Customer Service: Users feel annoyed by long waits when they call for help. They often find technical support is not very helpful. Slow fixes make the problem worse. Providers who do not manage complaints well get more unhappy customers.
• Billing Issues: Customers get mad about surprise charges, wrong bills, and hidden fees in their broadband plans.
• Switching Providers: The process of switching makes users feel upset. Delays and gaps in service happen too often for those looking for better prices or services.

NOW Broadband has a lot of complaints from its customers. This shows they are not solving problems effectively. Problems like billing mistakes that stay unresolved and slow replies to issues have made many customers unhappy.

Grab the cheapest Broadband & Phone Deals

Make savings up to 44% & keep the operational cost lower!!!

Compare Now

Pay-TV Complaints: Best and Worst Providers

Complaints Per 100,000 Customers

What This Means for Users:

• Sky: Sky is a good pick for pay-TV. There are few complaints about it. It also gives strong technical support and dependable service.
• Virgin Media: Virgin Media has nice TV packages. But, it struggles with service reliability and customer support. This leads to several complaints.
• EE: EE gets many complaints about its pay-TV services. This is because of issues with fixing problems and setting up services.

When picking a pay-TV provider, you need to consider how reliable the service is. It is important to see how good their customer support is as well. Additionally, check the quality of the bundled features they offer.

Customer Service Performance

Customer service is very important for broadband customers. A service provider that solves problems fast, gives reliable technical support, and communicates well can really improve customer satisfaction. A recent Ofcom report shows clear differences in how broadband providers deliver customer service. This report provides useful information for consumers.

Best Customer Service: Sky and Plusnet

Sky and Plusnet are great choices for good customer service. Both of these companies work hard to handle customer complaints quickly. This shows in the small number of complaints they receive. Their call centres have friendly staff. They know how to help with home broadband, mobile broadband, and pay TV services.

• Sky Customers: Sky receives 5 complaints for every 100,000 broadband customers. This shows they try hard to provide a good internet connection and reliable home phone services. Many customer reviews speak highly of their service. Their pay TV options include strong technical support.
• Plusnet: Plusnet is known for being friendly. They handle broadband problems well for small homes and businesses. Their clear explanations of the small print help create trust with customers.

Worst Customer Service: NOW Broadband and Virgin Media

NOW Broadband and Virgin Media are having a hard time keeping their customers happy. A lot of people complain about the long wait times when they call the call centre. They also feel that their problems are not fixed properly. Overall, many think these providers are not quick to respond.

• NOW Broadband: NOW Broadband has good broadband packages. However, it gets about 18 complaints for every 100,000 customers. A lot of these complaints are about poor solutions to service problems. Many users are upset with how the provider handles technical issues and billing disputes.
• Virgin Media: Virgin Media offers fast full fibre broadband. However, its customer service does not receive much praise. Broadband customers often face problems with complaints, especially regarding service outages and billing errors. This results in more complaints compared to other major communication providers.

The Role of Deadlock Letters

When a service provider can’t solve a customer complaint, users can ask for a deadlock letter. This letter shows that the provider has tried everything they could. It lets the customer take their issue to an independent ombudsman service like CISAS or Ombudsman Services.

• Problems with products or services.
• Poor customer service.
• Disagreements about bills or payments.
• Delays in delivery.
• Handling your complaint correctly.
• Seeking more help if the problem is not solved.
• Slow broadband speed or an unreliable internet connection.
• Issues with billing or surprise charges on mobile broadband and home phone services.
• Ongoing technical problems with full fibre broadband setups.

The ombudsman can let customers know they can get financial compensation. They can also recommend changes to services or end a contract without any penalties. This is useful for broadband customers who have ongoing problems.

Correct as of 18/11/2024. Source Ofcom

Improving Customer Experience: Key Steps for Providers

Service providers can help keep customers loyal. They can also lower the number of complaints. It is important for them to focus on a few key areas:

• Better Technical Support: Get fast help for internet connection issues. Receive clear advice for fibre broadband setups.
• Clear Communication: Understand small print terms easily, especially for phone line and broadband package deals.
• Quick Call Centres: Spend less time waiting for skilled staff who are ready to help you with technical and billing questions.
• Active Involvement: Participate in regular customer surveys to find problems and improve services based on your feedback.

What Customers Can Do

For broadband customers who have service problems, it’s important to be proactive. This can help you get better results.

• Contact the Provider’s Customer Service: Write down the issues you have. This can include slow broadband speed, billing problems, or issues with mobile broadband or pay TV services.
• Request a Deadlock Letter: If the service provider does not fix your complaint, ask for a deadlock letter. This letter lets you take your issue to an ombudsman for additional help.
• Compare Alternatives: If you’re still not satisfied, look at other broadband providers. You can think about companies like Sky or smaller ones such as Zen Internet. They are known for their good customer service.

Grab the cheapest Broadband & Phone Deals

Make savings up to 44% & keep the operational cost lower!!!

Compare Now

Key Tips for Resolving Broadband Complaints

1. Contact the Provider: Reach out to customer service right away if you have a problem. Share details like your broadband speed tests or billing issues to help resolve your case.
2. Escalate with a Deadlock Letter: If your problem is not solved, ask for a deadlock letter. This letter will let you take your issue to an ombudsman. It is a key step to getting a solution.
3. Compare Broadband Deals: If you are still not happy, search for better broadband deals from smaller broadband providers like Zen Internet or Community Fibre. They are known for having good customer satisfaction.
4. Check Time Limits: Keep track of the deadlines for your complaints and when to send them to the ombudsman. This will help you get a faster resolution.

How to Switch Providers

Switching broadband providers can help you get better broadband service or save money. Here is a simple guide to switch easily:

• Check Your Contract: Know the details of your current contract. Look for exit fees or time limits about switching.
• Find a New Provider: Use comparison tools to find the best broadband provider. Look for faster speeds, good customer service, or lower prices.
• Coordinate the Switch: Allow your new provider to manage the switch. This helps reduce the chance of downtime.

Frequently Asked Questions