Plusnet tops the customer service tables again, while AOL and EE take the wooden spoon
Plusnet has again been voted the top home phone and broadband provider for customer service, while AOL and EE take the wooden spoon, new research from MoneySavingExpert.com reveals.
In our latest broadband and home phone customer service poll, which received over 14,000 votes, 70% of Plusnet customers rated its home phone customer service as 'great', while 68% said the same of its broadband customer service.
Only 6% of Plusnet's home phone customers and 9% of its broadband customers rated its service as 'poor'. The results mean the provider once again tops our telecoms customer service tables. See our Cheap Broadband and Home Phone guides for the top deals.
At the other end of the scale, AOL, which is owned by TalkTalk, languishes at the bottom when it comes to broadband customer service with a whopping 42% of its customers rating its service 'poor' and only 20% rating it 'great'.
On home phone customer service, EE comes in last place with 25% of its customers rating its service as 'poor' compared with only 30% rating it 'great'.
Here are the full results:
Broadband provider rating, June 2015 (Results and ranking from January 2015 in brackets)
| RANK | PROVIDER | GREAT | OK | POOR |
|---|---|---|---|---|
| 1 (1) | Plusnet | 68% (71%) | 23% (21%) | 9% (8%) |
| 2 (2) | Virgin Media | 56% (54%) | 30% (30%) | 14% (16%) |
| 3 (3) | Post Office | 41% (48%) | 37% (36%) | 22% (17%) |
| 4 (4) | Sky | 38% (45%) | 35% (34%) | 27% (22%) |
| 5 (6) | BT | 33% (33%) | 32% (34%) | 35% (33%) |
| 6= (7) | EE | 28% (34%) | 32% (29%) | 40% (37%) |
| 6= (5) | TalkTalk | 25% (32%) | 38% (37%) | 38% (31%) |
| 7 (8) | AOL (now owned by TalkTalk) | 20% (26%) | 39% (32%) | 42% (42%) |
| Order calculated by 0 points for poor, 1 for OK and 2 for great. 7,036 votes in total – we've ignored providers with fewer than 100 votes. We've also excluded Utility Warehouse as it's a network marketing company. This means many of its customers also spread the word and sell the product, which can positively skew its votes. The percentages may not add up to 100% due to rounding. | ||||
Home phone provider rating, June 2015 (Results and ranking from January 2015 in brackets)
| RANK | PROVIDER | GREAT | OK | POOR |
|---|---|---|---|---|
| 1 (1) | Plusnet | 70% (74%) | 24% (21%) | 6% (5%) |
| 2 (2) | Post Office | 54% (62%) | 36% (28%) | 9% (10%) |
| 3 (4) | Virgin Media | 49% (47%) | 40% (41%) | 11% (11%) |
| 4 (3) | Sky | 42% (49%) | 48% (41%) | 10% (9%) |
| 5 (7) | Primus (now called Fuel Broadband) | 42% (40%) | 37% (31%) | 22% (29%) |
| 6 (8) | BT | 34% (35%) | 46% (46%) | 20% (19%) |
| 7 (5) | AOL | 33% (42%) | 45% (45%) | 22% (13%) |
| 8 (6) | TalkTalk | 33% (40%) | 44% (42%) | 23% (19%) |
| 9 (9) | EE | 30% (38%) | 45% (37%) | 25% (25%) |
| Order calculated by 0 points for poor, 1 for OK and 2 for great. 7,142 votes in total – we've ignored providers with fewer than 100 votes. We've also excluded Utility Warehouse as it's a network marketing company. This means many of its customers also spread the word and sell the product, which can positively skew its votes. The percentages may not add up to 100% due to rounding. | ||||
Unhappy with your provider? Find a cheap deal elsewhere
Sally Francis, senior consumer writer at MoneySavingExpert.com, says: "AOL and EE need to dramatically up their game – all customers should experience quality levels of customer service.
"But if you don't, you can complain to your provider. If that doesn't work, you can take your case to the relevant ombudsman. Alternatively, vote with your feet and leave – check out our Cheap Broadband and Home Phone guides for the top deals."
Plusnet tops the customer service tables again, while AOL and EE take the wooden spoon
What do EE and AOL say?
A spokesperson for TalkTalk, which owns AOL, says: "This poll does not reflect the reduction in complaints we are seeing internally or in Ofcom's data, and is based on responses from a very small sample.
"We are driving improvements through the business, but there's always more that can be done. That's why we've launched an extensive programme to make TalkTalk simpler and improve our customers' experience."
An EE spokesperson says: "We aim to provide the best possible service to our customers. We have a comprehensive service improvement programme in place that is already producing positive results, but we know there is still work to do."
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10 September 2024
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