Telecoms and pay-TV complaints from July to September 2017

19 January 2018

Ofcom has today published data on the volume of consumer complaints it has received against major providers of telecoms and pay-TV services.

The latest report covers the three-month period from July to September 2017 (Q3), and includes complaints made about providers of home broadband, landline telephone, pay-monthly mobile and pay-TV services.

There was a slight increase in the total number of complaints for landline and pay-TV services between Q2 and Q3 in 2017, while overall broadband and pay-monthly mobile complaints figures remained the same. Broadband and landline services continued to generate the highest volume of complaints.

Together with Ofcom’s provider comparison tool, our quarterly complaints report gives people looking for a new provider useful information to help them compare companies' performance.

The report also offers an incentive to providers to improve customer service standards and address recurring problems.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “We’re shining a light on how different providers perform, and it’s clear many need to up their game on service quality and complaints handling.

“People expect high standards from their providers, and companies must put their customers first.”

Home broadband complaints per 100,000 customers

Due to the different methodologies used to compile subscriber figures, BT’s performance in Q3 2017 may be comparable to Plusnet’s.

home broadband complaints per 100,000 customers

Landline telephone complaints per 100,000 customers

landline telephone complaints per 100,00 customers

Pay-monthly mobile complaints per 100,000 customers

BT Mobile’s, TalkTalk’s and Virgin Mobile’s figures are rounded to the nearest whole number. The actual measurable difference between the performance of these companies is less than one and so their results should be considered comparable.

pay-monthly complaints per 100,00 customers

Pay-TV complaints per 100,000 customers

Pay-Tv complaints per 100,000 customers

Relative scale of average complaints per 100,000 customers, by sector (quarterly)

Relative scale of average complaints per 100,000 customers, by sector (quarterly)

  1. EE did not submit its Q2 or Q3 2017 subscriber figures for landline and fixed broadband services. Therefore, for Q2 and Q3 2017, we have used its Q1 2017 subscriber numbers. We have carefully considered this and assessed the impact on EE’s results. We are satisfied they are sufficiently accurately presented.
  2. Industry averages are limited to those providers included in the report.