Landline complaints: the UK's worst home phone provider


Updated on 10 September 2020 | 10 Comments

TalkTalk is now 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 number of complaints to each provider fields will likely be far higher.

It’s also worth noting that Ofcom usually provides insights into exactly what spurred these complaints. But due to the COVID-19 pandemic this quarter, it has purely provided the complaints data with no further information.

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

Worst landline providers

Ofcom's latest data looks at all complaints received between January and March 2020.

It revealed that TalkTalk is now the most complained about landline provider, generating 17 complaints per 100,000 customers. That's more than double the industry average (eight per 100,000).

The most common problems that TalkTalk customers encountered were faults, service and provisioning issues (31%), complaints handling (28%) and issues relating to billing, pricing and charges (18%).

Plusnet generated the second highest number of complaints (14 per 100,000) followed by Vodafone (13) and Virgin Media (10). 

Best landline providers

At the other end of the scale, EE replaced Sky as the landline provider with the lowest number of complaints at just two per 100,000 customers.

In third place was BT (seven complaints), the only other firm to come in under the industry average.

See below for the complete complaints league table, according to Ofcom.

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

Complaints ranked from least to most

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

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.

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