By Gabriel Princewill-
Ofcom has revealed that Vodaphone received the most complaints following the regulator’s latest publication in its latest Q1 2020 consumer complaints report.
Vodafone, notorious for its poor customer’s service, attracted the most complaints for broadband, while TalkTalk were the worst for landline phone alongside BT for Pay TV. Meanwhile Vodafone, Three UK, BT and Virgin Media all tied in the bottom spot for mobile.
Despite the network provider’s engagement in plenty of advertising , irresponsible and inconsiderate staff, make up the shameful company’s global team. They should never be recommended to customers seeking a reliable and trustworthy network. The network provider was fined £4,625,000 by Ofcom in 2016 for serious and sustained breaches of consumer protection rules.
Ofcom at the time found that 10,452 pay-as-you-go customers lost out when Vodafone failed to credit their accounts after they paid to ‘top-up’ their mobile phone credit. The Uk regulator also found that vodaphone failed to act quickly enough to identify or address reported problems, stemming from the company transferring to a new billing system.
The affected customers collectively lost £150,000 over a 17-month period. Four years later, Ofcom are still deluged by complaints about Vodaphone; they still haven’t made adequate changes to the grosse level of incompetence that blights its reputation.
Accountability
Its staff are generally terrible when it comes to accountability. They cannot be trusted to address or resolve complaints. The network provider are also notorious for overcharging customers, and their complaints department are absolutely useless. Vodaphone’s Ombudsman are also unreliable and extremely incompetent in resolving problems or compensating aggrieved customers fairly.
Ofcom monitors aggregate complaints, but not isolated incidences. The regulator only intervene when and if complaints reach a disturbing level. Ofcom received around 84,000 calls and items of correspondence directly from consumers in 2019/20 (down from 96,000 in 2018/19).
Ofcom revealed that the results below reflect a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers per provider), which makes it easier to compare providers in a market where the largest ISPs can vary in size. The regulator’s study only covers feedback from the largest ISPs – those with a market share of at least 1.5% – due to limited data.
Decreased Complaints
Ofcom revealed that overall, the total volume of complaints across all service sectors has decreased since the Q4 2019 report and the overall level of consumer satisfaction with communications services is listed as 85% for landline phone, 85% for broadband and 93% for mobile.
The results reflect the the first three months of 2020 then any impact from the COVID-19 pandemic will be limited (the lockdown happened at the very end of March 2020) and will most likely show up in the next Q2 2020 results.
Vodafone generated the highest volume of fixed broadband complaints this quarter. with 31% of reported complaints relating to faults, service and provisioning issues, while the other main drivers were issues relating to changing provider (23%), complaints handling (22%) and issues relating to billing, pricing and charges (21%).
EE Attracts Fewest Complaints
Network providers, EE, and Sky Broadband, attracted the fewest consumer gripes. TalkTalk generated the highest volume of landline complaints and their main complaints drivers were faults, service and provisioning issues (31%), complaints handling (28%) and issues relating to billing, pricing and charges (18%). Once again EE and Sky Broadband (Sky Talk) generated the fewest gripes.
Unsurprisingly, Vodafone, joined network provider, Three, UK, BT Mobile, and Virgin Mobile all tied their score for generating the highest volume of pay-monthly mobile complaints.
Ofcom revealed that Vodafone’s main complaints drivers were complaints handling (31%), issues relating to billing, pricing and charges (26%), and issues relating to changing provider (21%).
Faults
Three’s main complaints drivers were related to complaints handling (29%), issues relating to faults, services and provision (23%) and issues relating to billing, pricing and charges (22%).
BT Mobile’s main complaints drivers were issues relating to changing provider (32%), complaints handling (32%) and issues relating to billing, pricing and charges (26%).
Virgin Media’s main complaints drivers were issues relating to billing, pricing and charges (29%), complaints handling (25%), issues relating to changing provider (14%) and issues relating to faults, services and provision (14%).
Vodaphone needs fresh and new leaders to overhaul the entirety of their operation.