Customers urged to check their broadband and mobile providers’ complaints figures as latest data revealed

The broadband and mobile experts at Go.Compare are encouraging customers to check how many complaints their providers have received over recent months, as the industry regulator Ofcom published its latest figures this morning. The specialists have also shared what customers can do if their provider is performing poorly or if their service has been worse than promised.

The latest figures, which Ofcom updates quarterly, cover July to September of last year.* Over this period, EE, TalkTalk and Vodafone generated the most complaints per 100,000 customers for fixed broadband, while Plusnet was the least complained about, receiving only four complaints per 100,000 customers.

The most complained about pay-monthly mobile providers were O2, Sky Mobile and Three, while EE, Tesco Mobile, Vodafone and iD Mobile generated the fewest.

“Faults, service and provisioning” was the most common driver of broadband complaints, making up 40% of all complaints over this period. “Complaints handling” was the leading cause for mobile providers, making up just over a quarter (26%) of complaints.

Catherine Hiley, spokesperson at Go.Compare broadband and mobile said: “We always encourage customers to check the latest complaints figures, as it can give you a good insight into how your provider is performing and if you could get a better service by switching. Of course, it’s always a good idea to compare deals when your contract is coming to an end, but it’s especially worthwhile if your provider is listed among those with the most complaints. If it is, you could be able to find a more reliable service and a better deal in the process.

“You may even be among those who have complained about your provider if you have been receiving a substandard service. While cancelling broadband mid-contract usually incurs an early exit fee, you could be entitled to a refund or free cancellation if you haven’t been receiving the performance you were promised. But you need to follow the right process to do this successfully.

“Record all the evidence you can of your speeds being slower than promised, alongside all times you’ve contacted your provider to try and get the issue resolved. Be sure to include as much detail as possible, like dates and who you spoke to. You’ll need to present your provider with this when contacting them about leaving.

“This can often apply to mobile contracts, too. Many include a network guarantee in their contracts, which states that the signal shouldn’t drop below a certain threshold. If you can prove that your signal isn’t meeting this, you should be able to cancel your contract penalty-free. All contracts are different though, so you’ll need to check the terms of your agreement to see if this is included in your deal.”

Overall, the volume of complaints about fixed broadband and pay-monthly mobile have decreased when compared to the year prior.

More information on leaving broadband and mobile contracts early can be found on Go.Compare’s website.

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