Ofcom names and shames 'worst' broadband and landline service in the UK — should YOU switch?

As discussed, NOW Broadband and TalkTalk were tied in first place, receiving 13 complaints per 100,000 customers nationwide. Customers' complaints about NOW Broadband were primarily driven by issues with the way the Internet Service Provider (ISP) handled complaints, according to Ofcom. This was followed by issues related to monthly bills, with pricing in third position overall.

TalkTalk customers were most likely to complain to Ofcom about faults with their internet connection. Escalating issues with the way complaints were handled by TalkTalk itself scored the silver medal position, representing 30% of all complaints sent to Ofcom.

These figures put both NOW and TalkTalk significantly above the industry average of nine complaints per 100,000 customers. EE followed closely behind with 12 complaints, followed by Virgin Media and Vodafone on 11 complaints per 100,000 customers. BT has the last brand to score above the industry average, with Sky on 6 and Plusnet on 5 per 100,000 customers.

If you're looking at these figures and thinking it might be time for a switch... chances are, you might be able to move over to a new supplier pretty quickly. According to a separate report shared by Ofcom, over 7.4 million households in the UK are out of contract and able to switch to a new subscription with no repercussions.

Broadband providers regularly save their best deals for new subscribers — with loyalty rarely rewarded. Even if you're happy with the level of service from the current provider, most broadband firms increase bills every year, it's still worth switching to cut monthly bills or unlock faster speeds for the same cost.

NOW Broadband also topped the list as the most complained-about landline provider in the UK too, with 10 complaints per 100,000 customers. That's an increase from the last time Ofcom released these figures. EE (8), TalkTalk (7), BT (7), and Virgin Media (6) followed in the ranking. As full-fibre broadband connections become more common, landline phones are entirely optional for UK households.

When it comes to mobile services, O2 received the most complaints with 4 per 100,000 customers, twice the industry average of 2. This category covers both SIM-only plans as well as those with a pay-monthly phone contract with O2. Customers’ complaints to Ofcom were primarily driven by how their grievances were being handled by the mobile network.

Mobile carriers generally enjoy much lower levels of complaints than home broadband suppliers. iD Mobile, a smaller brand owned by Currys that uses Three's nationwide network of masts, was the second most complained-about brand, with 3 complaints per 100,000 customers. Three UK ranked in the same position, followed by Vodafone (2) and EE (2). Sky Mobile and Tesco Mobile were the least complained-about mobile networks, with just 1 complaint to Ofcom per 100,000 customers.

Ofcom Policy Director, Fergal Farragher said: "This latest set of figures shows a positive overall pattern, which is a reduction in complaints about three of the four main services covered by the data. We’re pleased to see this, but we also note that some providers have seen complaints about them increase on the previous quarter. This means it’s not an entirely positive set of figures, so we’re keen to see further improvements across all providers and services."

Virgin Media O2 has seen a dramatic turnaround, with complaints plummeting across all of its services. During the same quarter last year, Virgin Media O2 was the most complained about brand in all four Ofcom categories. Ouch.

According to Virgin Media O2, its work has led to a 47% drop in complaints compared with 12 months ago. Its complaints are now much closer to industry averages, although Virgin Media still tops the list for pay-TV complaints with seven per 100,000 customers. However, that's still half the number of complaints it received in the fourth quarter of 2023 in Ofcom's data.

Virgin Media O2 Director of Customer Contact, Alan Stott said: "Today's Ofcom stats show that our customer service transformation strategy is delivering real improvements for our customers, with significant reductions in complaints across the board.

"We've turned a big corner from this time last year, and we'll continue investing across the business to ensure we give all our customers the best possible experience."

If you're looking for providers with fewer complaints, Plusnet emerged as the best-performing broadband provider with just 5 complaints per 100,000 customers. This represents a significant improvement from their previous quarter figure of 8 — allowing them to leapfrog Sky, which recorded a respectable 6 complaints.

For landline services, Utility Warehouse continued to attract the fewest complaints for the fourth consecutive quarter, with just 1 complaint per 100,000 customers. Sky also performed well in the pay-TV category, tying with TalkTalk for the fewest complaints at 2 per 100,000 customers.

Natalie Hitchins, Which? Head of Home Products and Services, told GB News: "These findings paint a similar picture to Which?'s research showing that the UK's biggest mobile and broadband providers are being outperformed by smaller rivals.

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"Telecoms customers shouldn't have to put up with slow speeds, poor signal or substandard customer service. Our research shows that TV and broadband customers could save £160 per year by switching and the average mobile customer could save £67.

"Anyone who is nearing the end of their contract and is unhappy with their current provider should not hesitate to vote with their feet and move to a different provider with better customer service and a faster connection."