Vodafone has been named the most-complained about broadband and landline provider in a quarterly league table compiled by the media and broadcasting regulator Ofcom.
Vodafone topped the list on the very first time it featured, having only just become eligible for inclusion in the survey.
The mobile phone company, which started offering broadband and landline services in 2015, was part of the customer survey for the three months to the end of September after reaching the benchmark of 1.5% market share of the market.
Vodafone’s broadband service received 27 complaints per 100,000 subscribers, almost double the industry average of 15, with customers citing issues including changing provider, handling faults and service. The company’s landline service received 19 complaints per 100,000 subscribers, above the industry average of 11, over a similar range of issues.
“Vodafone will be feeling the heat,” said Ernest Doku, telecoms analyst at uSwitch.com. “With telecoms customers prepared to vote with their feet when they don’t believe their providers are up to scratch, these complaints tables can be a cause for concern for companies in this ultra-competitive environment.”
Virgin Media topped the table as the most-complained about pay-TV company. The cable company received 19 complaints per 100,000 customers, well over double the industry average of seven. The main complaint driver was cited as “contract issues”, followed by complaints handling, billing and pricing.
Its subsidiary Virgin Mobile generated the highest number of complaints per 100,000 customers in the pay-monthly mobile category – 11 – compared to the industry average of just four.