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Ofcom customer satisfaction report names TalkTalk as worst broadband provider

Thursday, May 3rd 2018 by Oprah Flash

Things aren’t looking good for TalkTalk, as the internet service provider ranked bottom of the list for customer service in Ofcom’s broadband service report that was published today.

Ofcom, the communications regulator, released the best and worst broadband, mobile and landline provider, in its annual report of customer service in the telecoms sector.

According to the report, an average of eight out of ten (80%) customers were satisfied with their broadband service. Only 72% of TalkTalk’s customers said they were satisfied, compared to 86% of Plusnet customers. TalkTalk was also the worst for handling customer complaints, falling below the national average with 40%.

A TalkTalk spokesperson said: “While these results are disappointing, we are already seeing more customers staying with us than ever before as we roll-out major service improvements.”

At the top end of the report, Virgin Media was the only company in the survey, with an above-average customer satisfaction for broadband speeds. BT, EE, Plusnet and Sky all ranked in line with the average score of 14% for customer recommendation of their service.

'Customers can vote with their feet'

This is the second year running that TalkTalk has come last in Ofcom’s broadband service report. The provider has confirmed it has already put in efforts, such as closing call centre in India and launching new wi-fi routers, in a bid to improve last year’s score.

When it comes to providing mobile services, giffgaff was triumphant with a whopping 98% of its customers saying they were satisfied, and only 1% had a reason to complain. Tesco Mobile also did well, as it and giffgaff had the highest scores for customers 'more likely to recommend' the company to a friend.

Vodafone and Virgin Mobile customers were least likely to recommend the services to others.

Lindsey Fussell, Ofcom’s Consumer Group Director, said: “People often focus on price when they’re choosing a phone or broadband provider. But there are big differences in the customer service offered by providers.

“We’re encouraging people to look beyond the price and consider customer service too. In such a competitive market, companies simply can’t afford to let their service standards slip. If they don’t up their game, customers can vote with their feet.”

While the results will come as a blow below the belt for TalkTalk, it continues to expand its network to supply faster, more reliable connectivity. It recently announced a rollout of ultrafast broadband to new customers as part of a trial.

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