Telecoms and pay-TV complaints from October to December 2016
Note: The landline results in this press release were adjusted on 15 December 2017 and the associated reports have been amended accordingly.
Ofcom today published its regular report on the volume of consumer complaints it has received against the major providers of telecoms and pay TV services.
The latest report covers the three-month period from October to December 2016, and includes complaints made about providers of landline telephone, home broadband, pay-monthly mobile and pay-TV services. Complaints figures are presented per 100,000 customers.
By publishing complaints data, Ofcom aims to give people who are looking for a new provider useful information for comparing companies' performance. The quarterly reports also offer an incentive to providers to improve their performance.
The total number of complaints made to Ofcom increased between Q3 2016 and Q4 2016. Broadband and landline telephone services generated the highest volume of complaints.
Lindsey Fussell, Ofcom's Consumer Group Director, said: “Providers must get on and deliver consistently excellent customer service, and we expect this to be their number one priority.
“When companies get things wrong, we won’t hesitate to investigate and potentially levy fines.”
Home broadband complaints per 100,000 customers
Broadband complaints per 100,000* | |
---|---|
BT | 33 |
Plusnet** | 30 |
TalkTalk | 29 |
EE** | 26 |
Industry average | 21 |
Virgin Media | 13 |
Sky | 8 |
*All figures rounded to the nearest whole number. Actual measurable difference may be less than one.
**Brand owned by BT group
Note: Industry average is limited to those providers included in the report.
Source: Ofcom, CCT data
Home broadband complaints per 100,000 customers
Broadband complaints per 100,000* | |
---|---|
BT | 33 |
Plusnet** | 30 |
TalkTalk | 29 |
EE** | 26 |
Industry average | 21 |
Virgin Media | 13 |
Sky | 8 |
*All figures rounded to the nearest whole number. Actual measurable difference may be less than one.
**Brand owned by BT group
Note: Industry average is limited to those providers included in the report.
Source: Ofcom, CCT data
Pay-monthly mobile complaints per 100,000 customers
Mobile complaints per 100,000 | |
---|---|
Vodafone | 24 |
Talk Mobile | 9 |
TalkTalk | 8 |
Virgin Mobile | 8 |
Industry average | 7 |
Three | 4 |
EE** | 4 |
O2 | 3 |
Tesco | <0.5 |
*All figures rounded to the nearest whole number. Actual measurable difference may be less than 0.5.
**Brand owned by BT group
Note: Industry average is limited to those providers included in the report.
Source: Ofcom, CCT data
Pay TV complaints per 100,000 customers
Pay TV complaints per 100,000 | |
---|---|
BT | 17 |
TalkTalk | 9 |
Virgin Media | 9 |
Industry average | 5 |
Sky | 1 |
*All figures rounded to the nearest whole number. Actual measurable difference may be less than one.
**Brand owned by BT group
Note: Industry average is limited to those providers included in the report.
Source: Ofcom, CCT data