Vodafone has seen a substantial rise in complaints about its broadband service in the last quarter.
Figures published by the regulator Ofcom for the period from April to June 2023 show that while the volume of complaints remained consistent with the previous quarter, there was a slight increase when compared to the same time last year.
Customers’ complaints were mainly driven by their experience with faults, service and getting services connected. Vodafone has told Ofcom that it has been taking steps to “identify and address the causes of the complaints.
Fergal Farragher, Ofcom’s Consumer Protection Director, said: “It is positive to see that overall, complaints volumes have remained consistent compared to the previous quarter. However, complaints are still slightly higher than they were in 2022, and this shows that providers still have work to do in improving customers’ experiences.”
TalkTalk, Shell Energy and Virgin Media were the most complained-about landline providers, though TalkTalk saw a small decrease.
Sky continued to generate the fewest complaints in both broadband and landline.
BT and Virgin Media attracted the most complaints among pay-TV providers. BT’s complaints were mainly driven by customers’ experience with faults, service and getting services connected, while Virgin’s complaints were driven mainly by how customers’ complaints were handled.
