Vodafone tops most-complained about broadband provider list

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.

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.

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“Vodafone will be feeling the heat,” said Ernest Doku, telecoms analyst at “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.

Most complaints related to “contract issues”. During the survey period Virgin Media was dealing with many disgruntled customers angry at UKTV’s 10 TV channels, including Gold and Dave, being taken off the service in a dispute over rights.

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 four.