TalkTalk has been named the UK's worst broadband provider for customer service for the second consecutive year, according to a survey from Ofcom.
It comes in a report that looked at how the country's major internet service providers (ISPs) fair across various metrics, such as customer satisfaction, complaints and call waiting times. It also considers the level of support customers receive from these companies.
Generally, most people - even TalkTalk customers - are satisfied (80 per cent) with their broadband services. However, in the past few months, 15 per cent of people have found a reason to complain.
It found that TalkTalk customers are least likely to recommend the company to friends due to dissatisfaction with the company's customer service track record.
Customers not only find the company's service less reliable than other providers, but also have more reasons to complain and are not happy with the way complaints are handled
Ofcom said that the company's overall satisfaction ratings were below average, with it performing poorly across most customer service metrics.
Customers not only find the company's service less reliable than other providers, but also have more reasons to complain and are not happy with the way complaints are handled.
Meanwhile, Virgin Media is the only broadband provider that sports a well-above average customer satisfaction score for speed and reliability. Its customers are more likely to recommend the firm to friends.
According to the regulator, complaints handling across the industry could still be "improved". Sky and EE perform above average when it comes to managing complaints, with six out of ten customers polled claiming satisfaction.
However, it said the amount of time people have to wait on customer service lines "varies widely".
People often focus on price when they're choosing a phone or broadband provider. But there are big differences in the customer service offered by providers
Customers of BT-owned Plusnet face the longest waiting times - around eight minutes - while EE customers only need to wait 48 seconds.
When it comes to mobile reception, nine in ten customers (91 per cent) are satisfied with their providers. Just four per cent of people made a complaint.
People are more likely to recommend Tesco Mobile and GiffGaff - both mobile virtual network operators - to a friend, while Vodafone and Virgin Mobile are less likely to be given the thumbs up. Ofcom said Tesco, Giffgaff and EE score highly for service quality, too.
Lindsey Fussell, consumer group director at Ofcom, said: "People often focus on price when they're choosing a phone or broadband provider. But there are big differences in the customer service offered by providers.
"We're encouraging people to look beyond the price and consider customer service too. In such a competitive market, companies simply can't afford to let their service standards slip. If they don't up their game, customers can vote with their feet."
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