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BT is the UK's most complained-about broadband provider

Wednesday, September 28th 2016 by Phil Wilkinson-Jones

BT is the most complained-about broadband provider in the UK, according to new figures released by Ofcom.

The communications regulator received 26 complaints about the telecoms giant per 100,000 customers between April and June 2016.

It is the first time since its inclusion in Ofcom’s broadband figures that EE has not been the most complained-about provider.

Plusnet was the second-most complained-about broadband provider over the past three months, with 23 complaints per 100,000 customers.

EE was in joint third place alongside TalkTalk, with a score of 21 each. Virgin Media (seven) and Sky (five) were well below the industry average of 15.

The total number of broadband complaints went down and there were also declines in the number of landline and pay-monthly mobile complaints.

TalkTalk and Plusnet were responsible for the highest number of landline complaints, each with a score of 18 per 100,000 customers.

Post Office, EE and BT were also above the industry average of 11 with scores of 17, 16 and 15 respectively. Again, Virgin Media (six) and Sky (five) performed well.

Vodafone continued to be the most complained-about mobile provider with 23 complaints per 100,000 customers – more than three times the industry average of seven.

Talk Mobile (eight) was the only other provider to score more than the industry average.

Tesco was once again the least complained-about mobile network with EE, Virgin, Three and O2 also scoring well.

'Top priorities'

The most complained-about pay TV provider between April and June was BT. Its score of 16 complaints per 100,000 customers was four times the industry average.

TalkTalk was in second place with seven, Virgin Media scored five and Sky just one.

Lindsey Fussell, director of Ofcom’s consumer group, said: “We expect providers to make customer service and complaints handling top priorities.

“While complaints have gone down, providers must work harder to better serve their customers.

“Consumers have a right to expect good service and will rightfully complain when that standard isn't met. If companies do fall short, we will step in and investigate, which can lead to significant fines.”

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