1、Comparing customer service:Mobile,home broadband and landlinePublished 22 May 2025 Contents Section Overview.3 Mobile customer service.7 Broadband customer service.15 Landline customer service.21 Comparison with other sectors.27 Broadband and landline:provisioning and repair.28 Automatic compensatio

2、n scheme.34 Annex Annex 1:Customer research source details.36 3 Overview This is Ofcoms eighth report on how customer service levels for residential customers compare across the telecoms industry.We publish it to help people make informed decisions about which provider is best for them and to incent

3、ivise the UKs main mobile,home broadband and landline providers to improve their levels of customer service.This report covers customer service levels and experiences for residential telecoms customers in 2024,and compares them with levels in 2022 and/or 2023.The quality of service a customer expect

4、s to receive upon purchasing a mobile,home broadband and/or landline service is only one of several factors that drive customer purchasing decisions.The availability of services,and the price,can also influence both the type of service purchased and the provider chosen.Ofcom has accredited several o

5、nline price comparison sites which provide information on prices for mobile,home broadband and landline products.We plan to relaunch our mobile coverage checker in the summer,using new and improved data to better reflect the real-world mobile experience that people expect.The findings in this report

6、 are accompanied by an interactive report,which contains further information on how providers compare across all the datasets collected for this report.Data tables for the three market research trackers that the report uses can be found in the Ofcom Statistical Release Calendar 2025.What we have fou