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The UK's worst home phone provider

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The latest Ofcom figures reveal the landline provider with the most complaints.


I think it’s fair to say that the humble home phone has had its day, as many of us now opt for the convenience of mobile handsets to keep in touch instead.

That said we still need a landline to receive broadband in our homes (unless you live in a Virgin Media fibre optic area) so most internet bundles come with one as standard.

But which providers should you go for and which should you avoid? Well new complaints data from telecoms regulator Ofcom could help to steer you in the right direction.

Ofcom complaint figures

Ofcom has released new data revealing the operators it received the most complaints about for landline telephone services between October and December last year.

The quarterly report only publishes data on complaints for companies with a 4% plus market share and those that generate at least 30 complaints a month. So you won’t see smaller names like the Post Office show up in the results.

This is how the figures stack up for each of the main providers across the last four quarters:

Provider

Complaints per 1,000 customers Q1 2013 (Jan-Mar)

Complaints per 1,000 customers Q2 2013 (Apr-Jun)

Complaints per 1,000 customers Q3 2013 (Jul-Sep)

Complaints per 1,000 customers Q4 2013 (Oct-Dec)

Talk Talk Group

0.40

0.34

0.31

0.27

BT

0.20

0.16

0.23

0.20

Sky

0.12

0.13

0.11

0.09

Virgin Media

0.08

0.06

0.08

0.06

Talk Talk is still consistently topping Ofcom’s complaints data for landline telephone services. Their complaints (mainly relating to service faults and complaint handling) continue to drop, but they are still above the industry average of 0.16 - as are BT.

Virgin Media and Sky have both seen complaint numbers drop, with Sky reaching a record low since Ofcom started publishing this data.

Compare home phone deals in your area with broadbandchoices.co.uk

Which? research

Ofcom publishes complaints data for transparency but also to arm us with more information when choosing a provider.

But unfortunately the data only deals with the 'Big Four', leaving very little information about what else is out there and how well they perform.

However, there are other ways to find out more.

Which? conducted a survey in November last year looking at home phone providers among its readers, using a rating system based on customer service, value for money and billing accuracy to deliver an overall customer score.

While none of the providers scored highly enough to gain a Which? recommendation for their home phone service alone, two providers - Plusnet and Utility Warehouse - did garner a recommendation for their home phone and broadband services combined.

Here are the results of the Which? report:

Provider

Customer Score

Utility Warehouse

76%

Plusnet

76%

Post Office

60%

Sky

58%

Talk Talk

47%

BT

45%

Compare home phone deals in your area with broadbandchoices.co.uk 

More on home phones:

Landline vs. mobile: time to ditch the home phone?

BT6500: new phone that automatically blocks unwanted calls

Sky buys O2 and Be Broadband's broadband and landline businesses

How to find the best deal on your broadband, TV and phone package

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