UK broadband and mobile providers ranked best to worst based on customer service – where is YOURS on the list?

THE best and worst broadband and mobile providers for customer service have been revealed by the regulator.

All major providers were ranked on how pleased customers were with the service.

1

O2, which has millions of customers was rated below average when it came to customer satisfaction for mobile providers.

The telecoms giant fell below the sector average when it comes to customer satisfaction as it scored 85% and the average is 88%

Last year, the firm also generated the most complaints, when it had 21 complaints per 100,000 customers.

The second worst ranked mobile provider was Vodafone who had a score of 84% when it came to how pleased users were with it's service.

The pair were trumped by Tesco Mobile and giffgaff, which both 94% for overall satisfaction.

Tesco Mobile also led in satisfaction with complaints handling and generated the fewest complaints to Ofcom, when it had just four complaints per 100,000 customers.

However, Ofcom said that the average number of complaints reduced in 2024 across all providers.

Elsewhere, the average call waiting time for mobile customers decreased in 2024, from 2mins 24s in 2023 to 1min 52s in 2024.

Ofcom said Lebara had the shortest average call waiting time in 2024 at 15s while O2’s was the longest, at 3min 27s.

Moving on to broadband and TalkTalk had a lower-than-average overall satisfaction score of 77% and also ranked poorly for complaints handling.

However, NOW Broadband, which is owned by Sky, generated the most broadband complaints to Ofcom at 65 per 100,000 customer.

Virgin Media generated the second highest number of fixed broadband complaints per 100,000 customers, at 56.

While EE was the third most complained-about broadband provider last year with 52 complaints per 100,000.

Plusnet achieved the highest overall satisfaction score at 91%, when it came to broadband.

When it came to landline, Plusnet also had the highest overall satisfaction score at 83%.

Meanwhile, Virgin Media customers were less pleased with the service giving the provider a rating of 67%.

Ian Macrae, Ofcom’s director of market intelligence, said: "Call waiting times have come down for many providers and satisfaction with complaint handling is on the up.

"And we’re seeing competition in action, with smaller players challenging some of the bigger, well-established providers."

He added: "But there’s further to go. Not all companies have made the same progress and it’s still taking the industry too long to fix things when they go wrong."

A Virgin Media O2 spokesperson said: “Ofcom’s report shows that the vast majority of our customers were satisfied with their services in 2024, and highlights some improvements that have been made – including on complaints handling.

“While today’s data relates to the whole of 2024, we know from the regulator’s most recent statistics that the turnaround strategy we implemented in the middle of last year has led to significant improvements, with complaints about Virgin Media and O2 now at their lowest levels for several years."

They added: "We’re continuing to make real progress through this strategy and we’re committed to giving our customers the best possible experience.”

If you're unhappy with the service you've received, you'll first need to contact your provider's customer services department and explain the problem.

If this doesn't resolve the issue, you can make a formal complaint to the company.

You can find details on how to do this on the back of your bill or on the company's website.

Depending on your complaint type, you'll be able to contact the customer service team by web chat, telephone or by post.

You'll need to let the company know what has happened and what you want it to do to put things right.

If a formal complaint gets you nowhere, after eight weeks you can ask for a "deadlock letter" and take your dispute to the appropriate Alternative Dispute Resolution (ADR) scheme.

These are free to use and will act as an independent middle man between yourself and the service provider when an initial complaint cannot be resolved.

There are two ADR schemes in the UK - the Communications Ombudsman and CISAS.

Your provider is required to be a member of one of these and you can find out which one your provider is covered by visiting ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes.

Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.

You must also have received a so-called deadlock letter, where the provider refers your complaint to the appropriate ADR.

You can also complain if you haven't had a satisfactory solution to your problem within eight weeks.

To make a complaint fill in the ADR scheme claims form on its website - or write a letter if you'd prefer.

The ADR scheme then bases its decision on the evidence you and the company submit.

If you choose to accept its decision, your supplier will then have 28 days to comply.

But if an individual chooses not to accept the ADR's final decision, they lose the right to the resolution offer.