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Vodafone, Virgin and Plusnet top complaints tables

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03/02/2021
Vodafone is the nation’s most-complained-about broadband provider, new data from communications regulator Ofcom has revealed.

The firm attracted 26 complaints per 100,000 customers in the third quarter of last year, ahead of Plusnet on 23 and Virgin on 20. 

Half of Vodafone’s complaints related to faults, service and provisioning issues. The other big drivers of complaints to the firm were how it handled complaints (20%) and issues over switching provider (15%).

At the other end of the scale, Sky attracted the least complaints at just six for every 100,000 customers.

Virgin tops mobile and pay-TV complaints league

The new figures make for worrying reading for Virgin, which topped two other categories for complaints.

It attracted a greater proportion of complaints than any other mobile phone network, with nine complaints per 100,000 customers, more than double the industry average of four complaints. The biggest driver of its complaints was its handling of changing provider, which accounted for almost a third (32%) of issues.

By contrast, Sky Mobile attracted just one complaint per 100,000 customers.

Virgin was also the worst provider for complaints about pay-TV, with 11 complaints per 100,000 customers. Again this was more than double the industry average of five complaints. Four in ten complaints about Virgin were related to its complaints handling, while billing, pricing and charges accounted for a quarter of issues.

Once again Sky was at the other end of this table, with just one complaint per 100,000 customers.

It’s good to talk

Finally, Plusnet attracted the most complaints of any home-phone provider. Ofcom reported the firm was on the receiving end of 14 complaints per 100,000 customers, only slightly worse than the 13 complaints against Virgin.

The biggest driver of complaints against Plusnet were issues related to faults, service and provisioning at 42%. One in four complaints were about its handling of complaints.

By contrast Sky attracted four complaints per 100,000 customers, making it the least-complained-about provider in yet another category.

Fergal Farragher, consumer protection director at Ofcom, said: “Millions of people up and down the country are relying on their communications services to be able to work, learn and keep in touch with loved ones.

“So, it’s vital companies continue to do everything they can to give customers the support they need – particularly those who might be vulnerable – and tackle any problems customers are experiencing.”

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