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Vodafone attracts most broadband complaints

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Written by: Emma Lunn
19/11/2019
Ofcom has named Vodafone as the most complained about broadband provider in its latest report on complaints in the telecoms sector, covering April to June of this year.

Vodafone topped the table with 30 complaints per 100,000 customers, followed by Plusnet and TalkTalk with 26 and 23 complaints per 100,000 customers respectively.

Almost four in 10 of Vodafone fixed broadband complaints were about faults, service and provisioning issues (38 per cent). The other main drivers of Vodafone’s complaints were complaints handling (26 per cent) and issues relating to changing provider (16 per cent).

The regulator used a combination of interviews with customers and information given by providers to produce its league table of results. Overall levels of complaints were similar to those in the previous quarter.

Ofcom’s findings align with Which?’s research showing that some providers don’t stack up in terms of customer service, reliability and value for money.

Of the broadband providers included in Ofcom’s analysis, Sky received the lowest volume of complaints at five per 100,000 customers. The industry average was 13 complaints per 100,000.

The main drivers of complaints across fixed broadband providers were complaints handling and faults, service and provisioning issues (both accounting for 31 per cent of complaints), followed by issues relating to billing, pricing and charges (20 per cent).

Alex Tofts, broadband expert at Broadband Genie, said: “Vodafone is relatively new to Ofcom’s complaints league table, but since appearing has always been in the top two for most complaints. Vodafone has some very cheap fibre optic deals, but if this performance continues they risk causing long term damage to the brand, so improving customer service must be a priority.

“If you have already complained to your telecoms provider and your situation doesn’t change there are other options you can explore. Submitting a claim with a resolution scheme can help; all providers must register with either CISAS or Ombudsman Services, so check with Ofcom to find the correct scheme for your ISP.

“Switching provider is also a good way to improve your service and save money in the process. If your contract is currently up for renewal you can look for a new package without paying cancellation fees. And remember you always have a 14-day cooling-off period in which you can change your mind.”

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