Uswitch responds to Ofcom's latest telecoms and pay TV complaints data
Ernest Doku, telecoms expert at Uswitch.com, responds to Ofcom’s latest telecoms and pay TV complaints data:
“It’s good to see that complaints to Ofcom about landline, fixed broadband and pay-TV have fallen in the first quarter of this year compared to Q4 of 2023.
“This is a positive sign that providers are supporting their customers effectively, and listening to feedback. However with mobile pay-monthly complaints rising, there is still work to be done.
“It’s disappointing that NOW Broadband is the most complained-about broadband provider, driven by how customer complaints are handled. NOW Broadband received almost four times as many complaints as least complained-about broadband providers Sky and Shell Energy Broadband.
“O2 was the most complained-about mobile operator, driven again by the handling of customer complaints. Tesco Mobile had the least complaints, reflecting the views of Uswitch customers following the provider’s recent win as Best Network for Customer Service at the Uswitch Telecoms Awards 2024.
“Ofcom’s data shows that faults, service and provisioning (35%) were the primary driver of complaints for broadband while complaints handling (30%) was the main reason on the mobile side.
“This combination may see customers persuaded by other providers who can offer a more reliable service and more support when it comes to dealing with complaints. “Although one fifth of complaints were driven by billing, pricing and charges, consumers will hopefully see this start to change in a positive way following Ofcom’s recent decision to end unpredictable inflation-linked mid-contract price rises.
“This change will mean, while price increases will still happen, the total cost of the contract will be clear from the start. This will only apply to new contracts taken from 17th January 2025, meaning there is still a wait until consumers may start to see an impact.”ENDS
Harriet Atkinson
Telecoms PR Manager
harriet.atkinson@uswitch.com
About Uswitch
Uswitch is one of the UK’s top comparison websites for home services switching, including energy, broadband and mobiles.
More people go to Uswitch to switch their energy, broadband and mobile than any other site, and we have saved consumers over £2.7 billion off their bills since we launched in September 2000.
Free mobile app Utrack also helps households manage their home energy usage and make potential savings.
Uswitch is part of RVU, a group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.