UK markets closed

The most loved and hated UK phone and broadband companies

Tom Belger
Finance and policy reporter
Customers revealed their least favourite phone and broadband firms. Photo: Yui Mok/PA Wire/PA Images

TalkTalk has the least satisfied customers of any major broadband network in the UK, new research suggests.

A new report by telecoms watchdog Ofcom reveals what customers really think about their phone and broadband companies.

Most and least popular broadband companies

EE ranks the highest for satisfaction among its home broadband internet customers, with 87% happy with the service, and has the fewest customers with reason to complain (11%).

By contrast more than one in five TalkTalk customers were not satisfied with their service, with only 79% content with provision.

Complaints about Plusnet, owned by BT, doubled in the final quarter of 2018, when the company had problems with a new billing system.

READ MORE: UK’s best and worst mobile networks ranked

Complaints across all networks saw a sharp 23% drop last year however, and 83% of customers said they were happy with overall service.

“Shabby service can be more than just frustrating; it can have a big impact on people and small businesses who rely on being connected,” said Lindsey Fussell, Ofcom’s consumer group director. 

Most and least popular phone networks

Most-complained about phone networks. Photo: Ofcom

The Ofcom survey shows that 93% of mobile phone customers were happy with overall service, but some networks have far more satisfied users than others.

Giffgaff and Tesco Mobile have above-average customer contentment that their deals are good value, and users are more likely to recommend them to friends.

New entrant Sky Mobile had the fewest complaints, making it the least complained-about company across broadband, landline, mobile and pay-TV services.

READ MORE: Amazon ‘flooded with fake five-star reviews’

Customers at Vodafone, recently ranked the UK’s worst network again by consumer group Which?, are less likely to be satisfied with the cost of their contracts or pay-as-you-go costs.

Virgin Mobile customers have the least satisfied customers when it comes to complaint handling, according to Ofcom.

O2 customers had good reason to complain when its network went down in December last year, but Ofcom notes its customers were no less satisfied than usual with how complaints were dealt with.