TalkTalk broadband voted worst ISP for customer service in Ofcom survey

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It also considers the level of support customers receive from these companies.

A Virgin Media spokesman said the firm was working hard to improve customer satisfaction.

United Kingdom telecoms regulator Ofcom has done a big survey on customer satisfaction with CSPs and TalkTalk has the lowest customer satisfaction levels.

Releasing the results of its "most comprehensive" survey of telecoms customer service to date, the regulator found TalkTalk was the worst broadband provider for the second year in a row.

Ofcom also cast its eye over the mobile market, where Vodafone and Virgin Mobile fared the worst with both scoring below average in a number of satisfaction rankings, particularly when it comes to handling complaints.

This is despite interest rates now at record lows and many accounts offering below inflation deals, meaning customers are effectively losing money. It scored a 72% satisfaction rating according to criteria that you can find more about here.

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However, it said the amount of time people have to wait on customer service lines "varies widely".

"Communications services such as our home phone, mobile and broadband, help to keep us entertained, stay in touch with friends and family and make everyday tasks easier".

The only metric by which TalkTalk came out well was on average call waiting times, with its customers only having to wait 52 seconds for their calls to be picked up. Only 40 per cent of customers complaining to Talk Talk were happy with how the call was taken, while half of BT and Plusnet consumers said they were satisfied.

In contrast, top-performing Sky received just 29 broadband complaints per 100,000 subscribers and 26 per 100,000 for landline users.

Giffgaff and Tesco Mobile have the most satisfied customers in the United Kingdom, according to Ofcom. For fixed services (broadband and landline), Ofcom deems the main providers to be BT, EE, KCOM (in East Yorkshire only), Plusnet, Post Office, Sky, TalkTalk and Virgin Media, while for mobile services it drew data from BT mobile, EE, giffgaff, O2, Tesco Mobile, Three, Virgin Mobile and Vodafone.

Lindsey Fussell, Ofcom's consumer group director, 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 are encouraging people to look beyond the price and customer service too.

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