Why Short Wait Times Matter: What Ofcom’s Report Reveals About UK Telecoms Customer Service

When you pick up the phone to call your provider, the last thing you want is endless hold music. According to Ofcom’s latest UK telecoms customer service report, that’s still the reality for many customers across broadband, mobile, and landline services.

At Phonely, we think it shouldn’t be this way. That’s why our customers enjoy an average wait time of just 48 seconds – the fastest in the landline industry.

In this blog, we’ll explore:

• What Ofcom’s research uncovered about the UK’s best and worst providers
• Why short wait times are about more than just convenience
• How Phonely’s approach puts you first, with quick, UK-based support

What Ofcom’s Report Says About Customer Service in the UK

Ofcom’s most recent survey into UK telecoms providers highlights how companies perform across key areas, including customer satisfaction, complaint handling, and – most importantly – call wait times.

Here are some of the standout findings from the most recent report:

• The average call wait time across broadband and landline providers was 2 minutes and 37 second.
• Mobile providers did slightly better, but customers still waited an average of 1 minute and 23 seconds before speaking to a human.
• Some of the biggest names in telecoms had much longer waits, leaving customers frustrated and less satisfied with their service overall.

When you consider that millions of people still rely on a home landline for staying connected, these long waits can be more than an inconvenience. They can feel like a barrier to getting the support you need.

Why Short Wait Times Really Matter

It’s easy to dismiss wait times as a minor annoyance, but they actually make a huge difference to customer satisfaction. Here’s why:

1. Respect for Your Time

If you’re waiting three, four, or even five minutes before speaking to someone, it sends the message that your time isn’t valued. Shorter wait times show respect and build trust.

2. Reduced Stress

For many people – especially older customers – navigating complicated phone menus and waiting on hold can be stressful. Quick, clear service makes the whole experience smoother.

3. Better Problem Resolution

The sooner you get through, the sooner your issue can be resolved. This means fewer abandoned calls, less frustration, and higher satisfaction.

Ofcom’s data proves the point: providers with shorter wait times consistently scored higher in overall customer satisfaction.

Phonely: Leading the Way With 48-Second Wait Times

So how does Phonely compare?

• Our average wait time is just 48 seconds – that’s over 3 times faster than the UK average.
• All of our customer service is based in the UK, so you’re always speaking to someone who understands your needs.
• No endless phone menus, no bouncing between departments – just friendly people ready to help.

This isn’t just about numbers. It’s about creating a better experience for our customers, many of whom depend on their landline every day.

The Bigger Picture: Why the Right Provider Matters

Choosing a provider isn’t only about price or call packages. It’s also about the service you’ll receive when you need help. Ofcom’s report highlights that some companies continue to let customers down when it comes to wait times and complaint handling.

Phonely is proud to be different. With fast response times, UK-based support, and a focus on customer care, we’re setting a new standard for what telecom service should look like.

Final Thoughts

The Ofcom telecom customer service report makes it clear: wait times still vary widely across the industry. While many providers keep customers waiting minutes on end, Phonely customers enjoy the UK’s fastest average wait time of just 48 seconds.

Because when you need help, you shouldn’t have to wait.