Poor core service
Outages, slow or unreliable service, or work done to a poor standard.
12,923complaints of this kind in the census
648companies 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
“Poor service, poor servers”
“its crippled by automation and even their so called 'customer experience' line sends you in a loop”
“transfers arrive in minutes, but a technical issue left me waiting more than 24 hours.”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Virgin Media | 593 | 32% |
| iD Mobile | 593 | 48% |
| Sky | 440 | 27% |
| TalkTalk | 419 | 34% |
| Tesco Mobile UK | 414 | 25% |
| Jet2holidays | 384 | 21% |
| HomeServe UK | 355 | 31% |
| Three UK | 346 | 33% |
| Vodafone UK | 339 | 30% |
| BOXT | 322 | 33% |
| EE | 316 | 16% |
| Trainline | 297 | 24% |
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.