Friday, November 9, 2018

TalkTalk most complained about broadband provider, Ofcom finds

The latest figures on broadband complaints from Ofcom have revealed that TalkTalk is again the most-complained about provider, but overall performance is improving, with the regulator recording its lowest level of complaints since it began recording data in 2010.

When it comes to home broadband, TalkTalk was responsible for 24 complaints per 100,000 customers. Among the UK's major suppliers, this placed it ahead of Plusnet, which recorded 16 complaints per 100,000 users, and BT (15 per 100,000).

At the other end of the scale, Sky was the subject of the fewest number of complaints, with just four in 100,000 customers seeing reason to raise an issue with the regulator. EE (seven complaints per 100,000 customers) and Virgin Media (11) also performed better than average.

Ofcom said the overall picture is pleasing, with the organisation particularly highlighting the improvement made by BT and its other brands, Plusnet and EE. However, it noted some providers still have work to do.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: "Although we’re encouraged that complaints are at their lowest levels since we started shining a light on this, some telecoms and TV companies are still falling short. We expect those providers to up their game and deliver better service to all their customers."

The regulator also released figures for pay TV firms, which found Virgin Media attracted the most complaints, with nine issues per 100,000 customers. This compares with seven for both BT and TalkTalk, while Sky was again the best-performing firm in this category, with just a single complaint for every 100,000 users.

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