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BT tops Ofcom list of broadband complaints

Wednesday, June 28th 2017 by Phil Wilkinson-Jones

BT remains the most complained-about broadband provider, according to the latest figures released by Ofcom.

The telecoms giant generated 34 complaints to the regulator per 100,000 customers between January and March this year.

TalkTalk was the second most complained-about broadband provider with 29, followed by two BT-owned companies – Plusnet (25) and EE (24).

Virgin Media, with 13 complaints per 100,000 customers, was well below the industry average of 21 but the least complained-about provider was Sky (eight).

BT was also the most complained-about pay TV provider with 19 complaints per 100,000 customers – nearly four times the industry average of five.

Virgin was second with nine, followed by TalkTalk (seven). Sky (two) was the only TV provider to score below the industry average.

The most complained-about landline provider was TalkTalk with 22 per 100,000 customers, narrowly ahead of Plusnet (21), Post Office (21), BT (20) and EE (19).

Virgin (12) and Sky (seven) were responsible for fewer complaints than the industry average of 16.

After Sky received the fewest complaints in all three categories, a spokesperson for the provider said: “Throughout 2016, Sky offered an unparalleled level of service to our customers in broadband, talk and TV, and we have started the year maintaining those high standards.

“At Sky we are always striving to do even better, constantly looking for ways to make things easier for our customers, and we are focused on delivering a fantastic experience for them throughout 2017 and beyond.”

'Room for improvement'

Vodafone was the most complained-about mobile provider for the 10th consecutive quarter but did receive fewer complaints than in the previous three months.

It received 17 complaints per 100,000 customers between January and March 2017 compared to 24 between October and December 2016.

TalkTalk and Virgin (both eight) were above the industry average of six. EE and O2 each received four complaints per 100,000 customers and Three scored three.

Tesco Mobile (0.5) attracted the fewest complaints of any mobile provider for the 12th consecutive quarter.

Simon Groves, chief marketing officer at Tesco Mobile, said: “Offering the best service is something that Tesco Mobile has strived to deliver from the start, by focusing on value, innovation and putting our customers at the heart of everything we do.

“We’re proud of today’s milestone moment, which is down to the hard work of the colleagues who keep our customers smiling.”

Lindsey Fussell, Ofcom’s consumer group director, said: “Our report shows that, for a number of providers, there is still much room for improvement.

“Phone and broadband companies must take all possible steps to improve their complaints handling and customer service, and we expect this to be their number one priority.”

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