MOANED ABOUT
The best and worst broadband firms for complaints revealed – the winner isn’t BT, Virgin or Vodafone
Plus, we've explained how to cut your costs
THE best and worst broadband providers for customer complaints have been revealed by the regulator.
Sky was the least complained-about broadband provider between July and September of last year, according to Ofcom's latest figures.
The firm had five complaints per 100,000 customers in the second quarter of the year.
In close second was Plusnet, which received eight complaints per 100,000 customers over the same three month period.
Following this were BT with 10 complaints per 100,000 customers, Vodafone with 11, and Virgin Media with 12.
NOW Broadband, part of the Sky Group, also reported 12 complaints per 100,000 customers, placing it joint fifth on the list.
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EE ranked higher, with 13 complaints per 100,000 customers, while TalkTalk topped the chart as the most complained-about broadband provider, with 14 complaints per 100,000 customers.
A TalkTalk spokesman said: "We have always been committed to delivering the best possible service for our customers.
"While this number represents a very small proportion of our total customer base, we are disappointed, and determined to improve on it."
Ofcom said it compiled the data to help consumers identify the best performing broadband providers for their needs.
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An Ofcom spokesman said: "It's positive to see a slight fall in complaints for this quarter, and we’re keen to see further reductions in future.
"However, we can see that the main causes of complaints for this quarter were complaints handling, and faults with services or getting customers connected.
Easy ways to slash your mobile bill
"These are fundamental aspects of customer service, and we would expect providers to be handling them better in order to minimise customer dissatisfaction and complaints.
"We hope to see improvement in this area."
What about mobile, landline a pay-TV services?
Ofcom also published its rankings of the best and worst telecom firms for complaints related to mobile, landline, and pay-TV services.
O2 once again drew the most complaints among mobile providers, while EE, Sky Mobile, and Tesco Mobile were recognised as the least complained-about in this category.
Commenting on Sky's performance, Chief Operating Officer Devesh Raj said: "Sky has received the fewest complaints in total to Ofcom across all categories out of all providers.
"This success is a testament to the outstanding efforts of our teams across all departments, from technology to customer service, enabling us to deliver the best possible Sky experience."
For landline services, EE, NOW Broadband, and TalkTalk attracted the highest numbers of complaints, with TalkTalk seeing an increase compared to the previous quarter. By contrast, Utility Warehouse emerged as the least complained-about landline provider.
On a more positive note for TalkTalk, its pay-TV service was among the least complained-about, tying with Sky, while EE and Virgin Media received the highest number of complaints in this category.
In a blog published on Thursday, Virgin Media O2 Chief Executive Lutz Schuler addressed the issue, noting that 92% of complaints to the company over the past three months were resolved within 24 hours.
Mr Schuler wrote: "Complaints data published by the regulator Ofcom over recent months and years, and indeed our own data, has shown that some customers don't always get the fast and efficient support they expect.
"We know that needs to change, and we are on the path to doing that."
He added: "There isn't a simple overnight fix. It will take time to get to where we want to be, and there may be bumps on the road, but we’re already seeing some real tangible progress."
CUT YOUR TELECOM COSTS
By James Flanders, Chief Consumer Reporter
Switching contracts is one of the single best ways to save money on your mobile, broadband and TV bills.
But if you can't switch mid-contract without facing a penalty, you'd be best to hold off until it's up for renewal.
But don't just switch contracts because the price is cheaper than what you're currently paying.
Take a look at your minutes and texts, as well as your data usage, to find out which deal is best for you.
For example, if you're a heavy internet user, it's worth finding a deal that accommodates this so you don't have to spend extra on bundles or add-ons each month.
In the weeks before your contract is up, use comparison sites to familiarise yourself with what deals are available.
It's a known fact that new customers always get the best deals.
Sites like MoneySuperMarket and Uswitch all help you customise your search based on price, allowances and provider.
This should make it easier to decide whether to renew your contract or move to another provider.
However, if you don't want to switch and are happy with the service you're getting under your current provider - haggle for a better deal.
You can still make significant savings by renewing your contract rather than rolling on to the tariff you're given after your deal.
If you need to speak to a company on the phone, be sure to catch them at the right time.
Make some time to negotiate with your provider in the morning.
This way, you have a better chance of being the first customer through on the phone, and the rep won't have worked tirelessly through previous calls which may have affected their stress levels.
It pays to be polite when getting through to someone on the phone, as representatives are less inclined to help rude or aggressive customers.
Knowing what other offers are on the market can help you to make a case for yourself to your provider.
If your provider won't haggle, you can always threaten to leave.
Companies don't want to lose customers and may come up with a last-minute offer to keep you.
It's also worth investigating social tariffs. These deals have been created for people who are receiving certain benefits.
How do I complain about my service?
If you're unhappy with the service you've received, you'll first need to contact your provider's customer services department and explain the problem.
If this doesn't resolve the issue, you can make a formal complaint to the company.
Details of how to do this will be on the back of your bill and on the company's website.
Depending on your complaint type, you'll be able to contact our team by web chat, telephone or by post.
You'll need to let the company know what has happened and what you want it to do to put things right.
If a formal complaint gets you nowhere, after eight weeks you can ask for a "deadlock letter" and take your dispute to the appropriate Alternative Dispute Resolution (ADR) scheme.
ADR schemes are free to use and will act as an independent middleman between yourself and the service provider when an initial complaint cannot be resolved.
There are two ADR schemes in the UK - Communications Ombudsman and CISAS.
Your provider is required to be a member of one of these and you can find out which one your provider is covered by visiting ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes.
Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.
You must also have received a so-called deadlock letter, where the provider refers your complaint to the appropriate ADR.
You can also complain if you haven't had a satisfactory solution to your problem within eight weeks.
To make a complaint fill in the ADR scheme claims form on its website - or write a letter if you'd prefer.
The ADR scheme then bases its decision on the evidence you and the company submit.
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If you choose to accept its decision, your supplier will then have 28 days to comply.
But if an individual chooses not to accept the ADR's final decision, they lose the right to the resolution offer.
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