Wednesday 21 December 2016

These Are The Worst Broadband Providers In The UK


Everyone loves to grumble about how their internet service just isn't as good as it should be. Well, now there's a definitive list of the most complained about broadband providers around.

The list, compiled by regulatory body Ofcom, covers all the complaints received about major broadband providers during Q3 2016, that's the three-month period from July to September.

With overall issues having increased significantly between the year's second and third quarters, the report has measured the number of complaints a service received per 100,000 customers it has.

So, who's taking pride of place on the naughty step?

Sadly that unenviable honour has been claimed by BT for the second quarter in a row. British Telecom's complaints per 100,000 customers rose from 26 in Q2 to a worryingly high 36 this time around.

Worryingly, BT's own service wasn't its only entry onto the list. In fact, all three of the podium places are brands owned by BT, with Plusnet's 30 complaints per 100,000 customers securing it second place ahead of EE's 26 complaints in third.

With the industry average being 20 complaints, there were a few surprise additions at the other end of the spectrum.

Despite recently announcing that its ongoing broadband issues will run until mid-January, Virgin Media was the quarter's second best broadband provider with just 11 complaints.

The company with the least complaints, however, was Sky who received a pleasingly low seven complaints.

That wasn't Sky's only success either. The TV giant was also the least complained about landline and Pay TV provider, lists topped by Plusnet and BT respectively.

Discussing the findings, Director of Ofcom's Consumer Group, Lindsey Fussell, said: "We won't stand for complacency when it comes to customer service.

"We expect providers to make it a top priority and work hard to better serve their customers."

Unfortunately, this data being published doesn't guarantee that these service providers will improve their service. It does, however, put the spotlight on the under performing brands, and encourage them to rectify their issues.

Echoing Fussell's comments, Alex Neill, Which? Managing Director of Home and Legal Services, added: "Too many people aren't getting good enough service from their broadband provider and some of the biggest brands are the most complained about.

"Providers need to up their game and the Government and regulator should press ahead with plans that mean people get automatic compensation when things go wrong."



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