Ernest Doku, telecoms expert at Uswitch.com responds to Ofcom’s latest telecoms and pay-TV complaints data:
“The latest data from Ofcom shows that complaints about broadband and pay-monthly mobile stayed at similar levels in Q4 2024 compared to the previous quarter, remaining flat in the tail end of last year.
“NOW Broadband and TalkTalk are again the most complained about broadband providers, although TalkTalk did see a decrease in their complaints compared to the previous quarter. Outages remain a key point of contention for consumers, with the main driver of broadband complaints coming out as faults, service and provisioning at 39%.
“It’s encouraging to see that Plusnet, which recently won National Broadband Provider of the Year in the Uswitch Telecoms Awards for the third year running, and Sky were the least complained about fixed broadband providers.
“On the mobile side, it’s disappointing to see that O2 again had the most complaints, while EE, Sky Mobile and Tesco Mobile came in as the least complained about mobile providers. Complaints handling topped the reason for complaints at 26%, followed closely by faults, service and provisioning at 24%, showing how important it is for providers to offer great service across the board.
“Following price rises hitting wallets in April, consumers will be expecting better value for money and a higher standard of service from their mobile and broadband providers. If providers aren’t able to deliver this, customers should vote with their feet and look elsewhere for something that better suits their needs.”
ENDS
