Ofcom publishes most complained about ISPs in new report

About The Authors

12th October 2021 13:17 - Telecommunications

Ofcom publishes most complained about ISPs in new report: A league table of complaints to Ofcom during the first quarter of 2021 has been published, revealing which Internet Service Providers are falling short. This of course does not take into account the number of complaints to the ISPs themselves.

The findings reveal that Virgin Media received the largest proportion of complaints, with 33 recorded out of 100,000 customers, followed by Vodafone (24) and TalkTalk (24). Plusnet received 21 complaints for every 100,000 broadband customers, while BT received 15. Internet Service Providers EE and Sky fared better with just seven complaints per 100,000.

One of the greatest sources of complaints for Virgin Media, ironically, was the way the ISP handles its complaints - with 39% of its overall complaints to Ofcom being about this matter.

The research shows that in the last 12 months during the pandemic, complaints have increased, however, it should be noted that they are less than half as common as they were eight years ago.

Looking at TV services alone, Sky recieved just 2 complaints to Ofcom  per 100,000 customers, ranking it top of the table when it comes to the fewest omplaints. TalkTalk received five complaints in 100,000. whilst BT had eight and Virgin, significantly more at 17.

Looking at landlines only, EE and Sky received five complaints per 100,000 customers, while BT had nine. The industry average was eleven.



Sign up for free insights from your sector…

Support Us...

We hope that you have found this article useful. This section is freely available for all to use. Please help support it by liking us or following us on our social media platforms:

Share this article...


For updated Telecommunications insights please follow us on @DJS_Telecoms or use our RSS feed

Other Telecommunications Research Findings

Other Latest Market Research Insights

© DJS Research 2021