UK's worst broadband with the most customer complaints - is your provider listed?

Close up of man hands using multiple devices with broadband router on foreground
It seems that one internet services provider could do with improvement -Credit:Getty Images/iStockphoto

The UK's largest broadband names have once again been scrutinised, revealing some clear winners and significant losers.

Ofcom has been has been tracking customer complaints about the main suppliers and it seems that Virgin Media could do with some improving. Recording the worst overall score with 20 complaints per 10,000 this number falls well below industry average of 12 complaints per 100,000.

Ofcom's latest figures reports that customer complaints with the provider, which boast millions of customers UK wide, were primarily driven by dissatisfaction with how their grievances were being managed by Virgin. Other underperformers included NOW Broadband, Shell Energy and Vodafone, all scoring poorly compared to their competitors.

On the flip side, Sky came out on top with a mere five complaints per 100,000, while Plusnet, EE and BT also scored lower than the average.

Read below for the full results of main broadband providers, listed from the most complaints to the least, as reported by the Mirror.

Top nine UK broadband providers with the most complaints

In this photo illustration a Virgin Media Inc logo seen displayed on a smartphone with a Virgin Media Inc logo in the background.
In this photo illustration a Virgin Media Inc logo seen displayed on a smartphone with a Virgin Media Inc logo in the background. (Photo by DAX Images/NurPhoto via Getty Images)
  • VIRGIN MEDIA - 20 complaints per 100,000

  • NOW - 18 complaints per 100,000

  • SHELL - 14 complaints per 100,000

  • VODAFONE - 14 complaints per 100,000

  • TALKTALK - 13 complaints per 100,000

  • BT - 11 complaints per 100,000

  • EE - 9 complaints per 100,000

  • PLUSNET - 9 complaints per 100,000

  • SKY 5 - complaints per 100,000

In addition to examining broadband complaints, Ofcom has also released figures regarding Landline, Mobile and Pay-TV complaints.

Complaints against Virgin Media were almost double the next worst firm, BT, when it came to Pay-TV. Sky came out on top, with the least complaints in all categories.

"We can see from these latest figures that customer dissatisfaction remains at a similar level to the previous quarter," said Fergal Farragher, Ofcom's Policy Director. "While there has been an improvement in Virgin Media's performance, its position at the bottom of our tables shows there is further room for improvement."

Commenting on the latest figures Rocio Concha, Which? Director of Policy and Advocacy, added: "At a time when many telecoms firms have implemented mid-contract price hikes of almost nine per cent, it's unacceptable that poor customer service from some of the biggest telecoms firms has led thousands of their customers to complain to the regulator.

""Virgin Media is the most complained-about broadband firm and also performed particularly poorly for customer service in Which?'s most recent broadband customer satisfaction survey.

"While many consumers will rightly consider switching, firms that are falling short must urgently make improvements so all customers are getting the standard of service and support they need and deserve. Virgin Media O2 has acknowledged the findings, highlighting a decrease in complaints over the past year."

A spokesperson for Virgin Media O2 said: "We're committed to providing an excellent service to our customers, and while overall these complaints represent a very small proportion of our customer base, we acknowledge there is a need for improvement, which is underway, and we're focused on getting this right.

The company emphasised its dedication to enhancing customer experience: "We are investing heavily and making changes across our business to deliver tangible improvements for example through multi-skilling our teams and rolling out new IT platforms that will make it easier for customers to get support when they need it, and empowering our people to resolve any issues quickly and effectively first time."

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