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BT dominates Ofcom list of broadband complaints

Wednesday, March 29th 2017 by Phil Wilkinson-Jones

Ofcom has published a list of the most complained-about broadband providers – and it’s dominated by BT.

The telecoms watchdog received 33 complaints per 100,000 customers about BT between October and December 2016, putting it top of the list.

Plusnet, which is owned by BT, is second on the list with 30 complaints per 100,000 customers and EE, bought by BT for £12.5bn last year, is fourth with 26.

TalkTalk is third on the list with 29 complaints per 100,000 customers – a sharp increase from 19 in the previous three months.

Virgin Media (13) and Sky (8) were the only providers to receive fewer complaints than the industry average of 21 per 100,000 customers.

Ofcom’s announcement comes just days after the regulator fined BT a record £42m over delayed broadband installations and a week after Plusnet was fined £880,000 for continuing to charge customers after they’d cancelled.

In today’s report, Plusnet is named the most complained-about landline provider with 24 complaints per 100,000 customers.

Post Office, TalkTalk, EE and BT also scored more than the industry average of 15. Again, Virgin Media (13) and Sky (7) performed better than the industry average.

BT topped the list for pay TV complaints with more than three times as many complaints (17) as the industry average (5).

Ofcom received nine complaints per 100,000 customers about both TalkTalk and Virgin, while there was only one complaint per 100,000 customers about Sky.

'Higher standards'

A Sky spokesperson said: “Sky has generated proportionately fewer Ofcom complaints in broadband, talk and TV than anyone else during the past year, but we always set ourselves higher standards.

“At Sky we are constantly trying to innovate and make things easier for our customers.

"We’re focused on providing this same high level of customer service to our mobile customers.”

Vodafone was once again the most complained-about mobile provider with 24 complaints per 100,000 customers.

The operator has now topped Ofcom’s complaints list for nine consecutive quarters and was fined £4.6m in October for “serious and sustained” breaches of customer protection rules.

Talk Mobile (9), TalkTalk and Virgin (both 8) all scored more complaints than the industry average of seven.

Three, EE (both 4) and O2 (3) performed better than the industry average with Tesco Mobile (0.5) attracting the fewest complaints.

EE’s chief executive Marc Allera said on Twitter he was “very proud” that the company, which was fined £2.7m in January for overcharging thousands of customers, had received fewer complaints than in previous quarters.

A spokesperson for Tesco Mobile said: “Today’s news marks the 11th consecutive quarter in which we’ve consistently led the industry for the lowest number of complaints, and this is testament to our commitment to offering the very best levels of customer service to be the network of choice for families.”

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