Landline complaints: the UK's best & worst home phone provider


Updated on 08 February 2021 | 12 Comments

Plusnet is the most complained about landline provider while Sky has generated the fewest gripes, 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, reliability and 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 total number of complaints filed with each provider will likely be far higher.

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 the three months of July to September 2020, so it won't cover any recent major issues or faults that customers might have endured.

It revealed that Plusnet generated the most complaints during the quarter.

According to Ofcom, the provider saw complaints jump sharply from eight per 100,000 customers in the previous three months to 14.

That put it just below Virgin Media (13 per 100,000) and TalkTalk (12) in the league table, and miles off the industry average of nine per 100,000.

According to the regulator, the most common complaint from Plusnet customers related to faults, service and provisioning issues (42%), followed by poor complaints handling (24%) and issues relating to billing, pricing and charges (18%).

Best landline providers

At the other end of the scale, Sky was the landline provider with the lowest number of complaints at four per 100,000 customers.

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

It was followed closely by EE (five), which was the only other firm to come in under the industry average.

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

Complaints ranked from least to most

Landline complaints table (Image: Ofcom)
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 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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