“It is simply not good enough” Which? response to telecoms complaints data

Natalie Hitchins, Which? Head of Home Products and Services, said:

“It is simply not good enough that broadband customers are still suffering from so many problems with their providers. With faults, service and provisioning issues making up nearly a third of these complaints, suppliers should now be dishing out automatic compensation – and Ofcom should take them to task if this is not the case.

“Out of contract customers are most likely to be paying too much for their broadband service, so those who are unhappy should contact their provider or look to switch. End of contract notifications, set to be introduced next month, should help customers know when to ditch deals they’re unhappy with and go elsewhere.”


Notes to editors:

Customers looking for cheaper broadband can compare deals with Which? Switch Broadband, a transparent and impartial way to compare tariffs and find the best broadband supplier.

Autocomp – As part of Ofcom’s work on making the telecoms market fairer for consumers, in April 2019 Broadband providers began compensating customers automatically for delayed repairs following a loss of service, missed repairs or provision appointments, and delays to the start of a new service. This is a voluntary scheme that providers signed up to. According to Ofcom, together, the firms that have committed to it account for more than 95% of broadband and landline customers in the UK

End of contract notifications – From February, another Ofcom initiative designed to help consumers get the best deal for their needs comes into effect. End of Contract Notifications will be sent to existing subscribers (between 10-40 days before the end of contract) and should include the end date of current minimum term, details on the current package and what they will be paying if they stay on the same tariff.