The UK's worst home phone provider


Updated on 25 November 2019 | 8 Comments

Plusnet retains its (un)coveted crown as the most complained about landline provider, according to Ofcom.

Some might say that the humble home phone has had its day, as many of us now opt for the convenience of mobiles 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?

While price is obviously a key concern, the quality of service you can expect to receive should also be front of mind.

Before we reveal the latest data from Ofcom, it’s important to flag these figures reflect the complaints escalated by customers to the telecoms regulator when the provider has failed to resolve the issue.

So, while these figures may look low, the amount of complaints to each provider may actually be much higher.

You can compare broadband, phone and pay TV deals with Sky, or ditch the landline and compare mobile deals with Carphone Warehouse.

The number of complaints from customers to Ofcom about certain landline providers. (Image: Ofcom)

Worst landline providers

Ofcom's latest data looks at the operators that attracted the most complaints between April and June.

It's bad news for Plusnet, which received 20 complaints per 100,000 customers for its landline services and means it has topped the complaints charts for three straight quarters.

To be fair, this is a marked improvement compared to 24 complaints per 100,000 customers in the previous quarter.

According to Ofcom's data, Plusnet’s complaints were driven by issues related to billing, pricing and charges, as well as complaints handling.

TalkTalk is the second-worst provider (again) with 18 complaints per 100,000 customers, which is slightly better than the previous quarter.

In third place, Vodafone received 17 complaints, up from 15 between January and March.

While Virgin Media previously had below-average complaint figures in the first quarter of this year, this has changed as the amount of complaints has risen from nine to 13.

At the time of the writing, the industry average is 10 complaints per 100,000 customers.

With seven complaints (down from nine), BT continues to have below-average complaint figures.

Best landline providers

Little has changed with the least complained about landline providers, with EE again taking the top spot, followed by Sky and the Post Office.

While the Post Office remains the third-best landline provider, there were six complaints between April and June, down from eight in the previous quarter.

You can compare broadband, phone and pay TV deals with Sky, or ditch the landline and compare mobile deals with Carphone Warehouse.

So, there you have it, your round-up of the worst (and best) landline firms.

Of course, one quarter doesn't always provide the most accurate representation of a firm's true customer service levels.

So, take a look at the table below, which shows how each firm has performed over the last 12 months. 

Complaints to Ofcom per 100,000 customers over the last 12 months

Provider

 Q3 2018

 Q4 2018

 Q1 2019

Q2 2019

TalkTalk

18

16

19

18

Plusnet

17

33

24

20

Post Office

9

9

8

6

BT

13

12

9

7

Virgin Media

12

11

9

13

EE

6

5

4

4

Sky

5

4

5

5

Industry average

11

11

10

10

If you'd like to find out which firms topped the broadband complaints list, head this way, while this article will highlight the worst Pay TV providers.

This article is regularly updated

*This article contains affiliate links, which means we may receive a commission on any sales of products or services we write about. This article was written completely independently.

 

Don't miss these:

The UK’s worst pay TV provider

The UK's worst mobile phone provider

The UK's best and worst broadband providers

 

 

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