BT faces lawsuit over landline 'overcharging'. Broadband speed must be revealed to users. Image source, Getty Images. Better deals. Other findings included:. Soaring demand. Related Topics. Ofcom Telecommunication Mobile phones Broadband. Published 18 January. Virgin Media may have some of the fastest broadband downloads in the UK but it's not all good news when it comes to speed. Latest findings from telecoms regulator Ofcom, have revealed Virgin customers have been facing the longest and most frustrating wait times when picking up the phone and trying to speak to someone at the company.
That's an increase of almost six minutes over the previous year. Along with Virgin Media, Virgin Mobile also scored badly with users of this network facing a wait time of almost seven minutes. At the other end of the scale was EE with its team picking up the phone after just one minute and 15 seconds. Other firms that performed well included TalkTalk 1ms and the Post Office 1ms.
BT, Sky and Vodafone all managed to answer in under 3 minutes 30 seconds according to Ofcom which is around half the time Virgin users were stuck on hold for. Of course, with the COVID health crisis, many firms were forced to close call centres and change the way they received messages from customers but it seems some coped with this dramatic update better than others. Microsoft Outlook users warned about dangerous new scam. The industry average call waiting time increased from 2 minutes 10 seconds in to 4 minutes 9 seconds.
As with mobile, broadband and landline providers responded in different ways to the impact of the pandemic on their call centre capacity, and some providers discouraged customers from contacting them by phone.
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