Worst broadband, landline and mobile firms named by Ofcom

The broadband, mobile, TV and landline providers that annoy the most customers have been revealed – with one dubbed a ‘concern’ by Ofcom.

The regulator publishes complaints figures every three months to help people compare providers when they shop around – and to shame firms into improving customer service.

The regulator found Shell Energy had the most complaints for both broadband and landline services between October and December 2022.

The firm had 27 complaints per 100,000 broadband customers and 25 grievances for every 100,000 landline users. 

Shell also logged the most complaints for both categories in the previous quarter, July to September 2022.

An Ofcom statement said: ‘We remain concerned about Shell Energy’s persistently high complaint volumes. 

‘We have been engaging closely with the provider on its plans to improve its customer service, and expect to see results of this in the coming months.’

A Shell Energy spokesperson said: ‘We always strive to learn from any instances where a customer feels let down. 

Ofcom’s table reflects our position up to six months ago, and we have invested heavily and made big strides in our customer service and complaint processes since then. 

‘We are confident that these improvements will be reflected when Ofcom releases its next set of figures.’

BT Mobile received the most mobile complaints, albeit of just four for every 100,000 customers.

Meanwhile Virgin Media racked up the most complaints with paid-for TV, as eight out of every 100,000 people signed up with the firm had an issue in the period.

A Virgin Media O2 spokesperson said: ‘Our number one priority is serving our customers. We’re investing in every area of our business to create an excellent customer experience, with complaints down across the board in the final three months of last year.

‘We know there is more we can do – and will do – to improve the service we offer, resolve issues quickly and efficiently, and make it easier for our customers to get help and support whenever they need it.’

Overall, the number of complaints Ofcom got in the period was similar to the three months before, though complaints about broadband rose slightly.

Ernest Doku, telecoms expert at Uswitch, said: ‘Given the massive shift to remote working over the past few years, it’s unacceptable that faults, service and provisioning remain the most complained about broadband issues across the industry, by a distance – 44 per cent.

‘With millions of consumers facing major price increases in 2023, the very least they should expect is a service that they can entirely depend on.’

The latest complaints figures stop at December 2022, meaning they do not include major broadband and mobile price hikes in late March and early April 2023.

These prices rose by up to 17.3 per cent, and could cause a rise in customer complaints in the next batch of figures – as Ofcom does accept disputes about pricing.

How to complain about your broadband, phone or TV provider

Relatively few people bother to make a complaint to their communications provider even when suffering poor service.

You cannot complain directly to Ofcom.

Instead, first take your grievance to your broadband, landline, mobile or TV provider.

If after eight weeks you’ve still not received a response, or you’re not happy with the response you have received, you can escalate the problem to an ombudsman.

There are two ombudsmen approved by Ofcom: Ombudsman Services and the Communication & Internet Services Adjudication Scheme.

Your provider will be a member of one of these, so check first.

That ombudsman will then look at your case and an investigator should make a decision within six weeks.

You can then either accept the outcome or appeal it.