Poor core service
Recurring outages, poor signal or speed, or unreliable supply.
6,914complaints of this kind in the census
485companies affected
40%graded severe
Where to escalate
- Ofcom-approved ADR (Communications Ombudsman or CISAS) — For broadband, mobile, landline and pay-TV, after 8 weeks or a deadlock letter.
- Energy Ombudsman — For gas and electricity suppliers, once the supplier has had 8 weeks or issued a deadlock letter.
What people actually describe
“I was unable to get through to speak to anyone.”
“Train cancelled after entering the station”
“promise customers a service that is not delivered”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| iD Mobile | 423 | 47% |
| Virgin Media | 380 | 32% |
| Tesco Mobile UK | 275 | 25% |
| Three UK | 272 | 33% |
| TalkTalk | 266 | 33% |
| Vodafone UK | 228 | 29% |
| Sky | 226 | 27% |
| HomeServe UK | 213 | 26% |
| EE | 201 | 14% |
| Jet2holidays | 185 | 14% |
| BOXT | 178 | 25% |
| BT | 143 | 15% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.