Broadband Shame List: Your Provider's Dirty Laundry Just Got Aired

By HOAR Team 2 May, 2025 6 mins read 73 Views

God. I hate calling customer service. That hold music makes me want to throw my phone against the wall - which is exactly what I almost did last month when my internet went down for the THIRD time while I was on a work call. Turns out I'm not alone in my frustration.

Ofcom just released their latest "wall of shame" for broadband providers, and some big names are getting absolutely roasted. Let me break down who's treating their customers like garbage and who's actually doing their job properly.

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The Worst Offenders (No Surprise Here)

NOW Broadband and TalkTalk are sitting at the top of teh complaint mountain with 13 complaints per 100,000 customers between October and December last year. Thirteen! That's like having the worst restaurant in town and still charging premium prices.

NOW actually got WORSE compared to the previous quarter when they had 12 complaints. Meanwhile, TalkTalk managed to slightly improve from 14 complaints. Congratulations on being slightly less terrible, I guess?

EE wasn't far behind with 12 complaints per 100,000. My cousin switched to them in 2023 and regretted it within a week. "Never again," she texted me after spending 47 minutes trying to get her router to work.

Middle of the Pack (Mediocrity at Its Finest)

Virgin Media and Vodafone both racked up 11 complaints per 100,000 customers, while BT had 10. Pretty much what you'd expect from companies that treat customer service as an afterthought rather than a priority.

The industry average sits at 9 complaints, by the way. So these three are all performing worse than they should be. Shocking.

Wait... Someone's Actually Doing a Good Job?

Plusnet topped the "least complained about" list with just 5 complaints per 100,000 customers. Sky followed closely with 6.

I've been with Sky for about 4 years now, and while they're not perfect (my bill mysteriously increased by £4.50 last summer with barely any notice), I've rarely had technical issues that required calling them. When I did have to call in 2022, I was on hold for only 8 minutes. Practically a miracle in telecom terms.

A friend who uses Plusnet says their customer service actually sounds like they're in the same country as you. Imagine that!

The Corporate BS Machine Responds

Of course, the worst performers had their PR teams working overtime. NOW Broadband's spokesperson said they're "actively working on improvements" and that the complaints represent "a small portion" of their customer base.

Yeah, right. I've heard that one before.

TalkTalk went with the classic "we're disappointed" line while promising to "invest on behalf of customers." Translation: We'll keep doing exactly what we've been doing, but we'll use different words to describe it.

What About Your Mobile and TV?

Ofcom didn't stop at broadband. They went full scorched earth on other services too.

For landlines (yes, people still have those), NOW Broadband was again the worst with 10 complaints per 100,000. Utility Warehouse was the standout with just ONE complaint. My grandmother has been with them since 2019 and swears they're the only company that doesn't treat her like she's technologically illiterate.

O2 topped the mobile complaints list with 4 per 100,000. I switched away from them in 2021 after they randomly charged me £17 for data I never used. Their response when I called? "Our system doesn't make mistakes." Sure, Jan.

Virgin Media earned the dubious honor of most-complained-about TV provider with 7 complaints per 100,000. My neighbor's Virgin box randomly deleted all his recorded shows last Christmas. Poor Mark.

Fed Up? Here's How to Fight Back

Listen. If your provider is treating you like dirt, you don't have to just take it.

First step: Contact their customer service and explain the problem. Document EVERYTHING. Times, names, what they promised.

If that fails (and let's be honest, it probably will), make a formal complaint through their official channels. You can usually find this info on your bill or their website, buried under 17 layers of useless FAQs.

After 8 weeks of getting nowhere, you can request a "deadlock letter" and take your case to an Alternative Dispute Resolution scheme. These are independent mediators who can actually force companies to behave like decent human beings.

There are two ADR schemes in the UK - the Communications Ombudsman and CISAS. Your provider has to be registered with one of them.

I went through this whole process with my old provider back in 2018 when they charged me for services after I'd cancelled. Took about 3 months total, but I got my £78 back adn an apology letter. Small victories.

The ADR will make a decision based on the evidence, and if you accept it, your provider has 28 days to comply. If you reject it, you lose the resolution offer.

Sometimes I wonder if these companies realize how much customer loyalty they could build by just... not being terrible? Revolutionary concept, I know.

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According to a Gallup poll, 56% of Americans report that their financial situation is better than it was a year ago.
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How To

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