Phone customers spend longer on hold than during the pandemic – Ofcom

Broadband and landline customers waited two minutes and 37 seconds on average compared to two minutes and 16 seconds in 2021, figures show.

Ofcom’s seventh annual customer service report paints a mixed picture of how mobile and landline providers performed in 2022 (PA) (PA Archive)

Mobile and landline customers spent longer waiting to speak to their provider last year than during the pandemic, Ofcom figures show.

In 2022, despite the impact of Covid-19 subsiding, mobile customers spent an average of two minutes and 23 seconds in a queue, up from two minutes and 15 seconds the previous year, the regulator said.

Broadband and landline customers waited two minutes and 37 seconds on average, compared to two minutes and 16 seconds in 2021.