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The UK's worst home phone provider

ReenaSewraz
by Lovemoney Staff ReenaSewraz on 27 March 2014  |  Comments 22 comments

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

The UK's worst home phone provider

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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Comments (22)

  • Stompie
    Love rating 0
    Stompie said

    I just would like to give my 20p's worth; took an all-package deal with SKY for £14-50 a month...so paying line rental ONLY[for a year],so a transfer deal to SKY, last year when 02 sold over to them).

    NOBODY reads the small print of a contract, especially not from SKY!! To my horror on a forthcoming move, I lose my telephone number, moving just 700 yards away...and still within the same telephone exchange, so no issue to 'move the number'. Uh-ho!!....not SKY; impossible to do. So be warned you will LOSE YOUR EXISTING TELEPHONE NUMBER WITH THEM... immediately you cancel/want to locally move.

    So to end this tale; BT wanted 3.5 weeks to bail me out and give me the number back...but ...guess what??!! PLUSNET can do it in 7 working days!! Hello??

    Roll on PLUSNET and lets do some business --- and I notice your rates are yummy TOO!! Mmm!! A telephone service provider with class..and a company who did not rush or force me to take a deal with them. [SKY staff....and I spoke with 7 different people.... virtually all gave different answers. >>APPALLING<<. You need to all go on Customer Service training courses :-( ]. People may slag you off PLUSNET, daft TV adverts, etc, etc; but YOU saved my day. :-). Cheers!!

    Report on 01 April 2014  |  Love thisLove  0 loves
  • Stargazer
    Love rating 11
    Stargazer said

    From my dealings with them I can certainly recommend Plusnet, irrespective of who actually owns them. Had cheap and hassle-free broadband with them for a couple of years, and on the rare occasions that I've needed to talk to their customer service staff they have been very friendly and helpful.

    Finally switched the telephone service to them this year when our BT contract ran out. The process took less than 10 minutes of my time online and switchover happened automatically and uneventfully 10 days later - just had to wait a couple of days for setup to be completed to enable caller ID and voicemail (also online). And I even got an automatic line rental refund from BT :)

    Report on 03 April 2014  |  Love thisLove  0 loves

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