Vodafone and Virgin Mobile named worst broadband and mobile providers by Ofcom - here’s the full list

Ofcom uses a combination of interviews with customers and data from providers in its report on complaints in the broadband sector.

Thursday, 21st November 2019, 1:37 pm
Updated Thursday, 21st November 2019, 1:44 pm
How did your provider rank? (Photo: Shutterstock)

The report covers April to June of this year and reveals which broadband providers customers complained about the most.

The worst broadband providers

At the top of the list for most complaints was Vodafone, with 30 complaints per 100,000 customers. According to Ofcom, over a third of the customer complaints about Vodafone was to do with issues around faults and service provision.

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A quarter of Vodafone's customer complaints related to issues regarding complaints handling.

The industry average for complaints was 13 complaints per 100,000 customers. These are the broadband providers whose complaint numbers came in above average:

- Plusnet with 26

- TalkTalk with 23

- Virgin Media with 16

The best broadband providers?

According to Ofcom’s report, Sky received the lowest volume of complaints, with just five per 100,000 customers.

The other broadband providers whose number of complaints per 100,000 customers came in below average is:

- BT with 12

- Post Office with 7

- EE with 6

How to switch broadband providers

If you’re thinking about making the switch don’t know where to start, Which? offers up the following advice:

- Check you can leave your current provider. If you’re still within your contract, you can be hit with a large cancellation fee for leaving early.

- Use the Which? Switch online service to browse broadband deals for providers in your area

- If you’re switching between providers who use the Openreach telecoms network (like BT, EE, Sky and TalkTalk) your new chosen provider will arrange the transfer for you, including letting your old provider know that you’re moving over

- If you’re switching to or from a cable network (such as Virgin Media), you’ll need to stop your service with your old provider and start a new one with your new provider. In these circumstances, you’ll need to contact both your current provider to cancel your contract and your new provider to arrange setting up the broadband service