It's a bad day for Vodafone, which has just topped Ofcom's league table of the most-complained-about providers for both broadband and landlines.
The tables rank providers according to the number of complaints to Ofcom per 100,000 customers. Vodafone topped the broadband table with 27 and the landline table with 19, beating TalkTalk into second place in both instances. The industry averages were 15 and 11 respectively.
This is perhaps not surprising given that Vodafone once gave a customer such incredibly bad customer service, she went away and wrote a play about it.
The only respite for Vodafone is the fact that it didn't top the table for the service it's best known for -- mobiles. That honour goes to Virgin Mobile, although Vodafone still managed third place.
Virgin also topped the table for the worst pay-TV providers (Vodafone wasn't eligible for that one). Sky, meanwhile, managed an impressive 1 Ofcom complaint per 100k customers, despite an industry average of 7.
The league tables are published every quarter, and only count the number of complaints to Ofcom, because obviously the number of complaints to the actual company would be far higher.
Providers have to have a market share of over 1.5%, which is why Vodafone hasn't appeared on previous tables -- it's only just managed that much in both broadband and landlines. What a storming start to its inclusion on the table.
The excellently-named Jane Rumble, Ofcom’s Director of Consumer Policy, comments:
"With so much competition in telecoms and TV services, companies that are falling short need to make service quality and complaints handling their priority. Customers who aren’t happy with their provider can shop around and vote with their feet."
Ernest Doku, telecoms expert at uSwitch.com, adds:
"These complaints tables can be a cause for concern for companies in this ultra-competitive environment.
Vodafone will especially be feeling the heat here as, for the first time, the provider has topped the table for receiving the highest number of complaints for its broadband and landline services.
It's worth pointing out that if you are dissatisfied with the service you're paying for, it’s easy to take advantage of the wide array of options to move to a service that better suits your needs.
Importantly, you should not be reluctant to complain to your provider. If you have a problem or aren’t happy with the service you are paying for, let them know. If you remain dissatisfied don’t forget you can take your complaint to the ombudsman services, who will review your case free of charge."
We're guessing today will not be a fun day in the Vodafone call centre. Is it ever?
Main image: itravelNZ via Flickr CC