Latest telecoms and pay TV complaints revealed

29 March 2017

Ofcom today published data 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 (Q4), 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.

“We will not hesitate to investigate and, where appropriate, levy significant fines on any company found to fall short of the high standards that customers deserve and we expect.”

Landline telephone complaints per 100,000 customers

Landline telephone complaints per 100,000 customers data: Landline telephone complaints per 100,000 customers data: https://www.ofcom.org.uk/_resources/documents/research-and-data/multi-sector/pay-tv-complaints/Telecoms-and-Pay-TV-Complaints-Q4-October-December-2016.csv

Landline telephone complaints per 100,000 customers (industry average = 15): Plusnet = 24; Post Office = 23; TalkTalk = 23; EE = 19; BT = 18; Virgin Media = 13; Sky = 7.

Home broadband complaints per 100,000 customers

Home broadband complaints per 100,000 customers data: Landline telephone complaints per 100,000 customers data: https://www.ofcom.org.uk/_resources/documents/research-and-data/multi-sector/pay-tv-complaints/Telecoms-and-Pay-TV-Complaints-Q4-October-December-2016.csv

Home broadband complaints per 100,000 customers (industry average = 21): BT = 33; Plusnet = 30; TalkTalk = 29; EE = 26; Virgin Media = 13; Sky = 8.

Pay-monthly mobile complaints per 100,000 customers

Pay-monthly mobile complaints per 100,000 customers data: Landline telephone complaints per 100,000 customers data: https://www.ofcom.org.uk/_resources/documents/research-and-data/multi-sector/pay-tv-complaints/Telecoms-and-Pay-TV-Complaints-Q4-October-December-2016.csv

Pay-monthly mobile complaints per 100,000 customers (industry average = 7): Vodafone = 24; Talk Mobile = 9; TalkTalk = 8; Virgin Mobile = 8; Three = 4; EE = 4; O2 = 3; Tesco = <0.5.

Pay TV complaints per 100,000 customers

Pay TV complaints per 100,000 customers data: Landline telephone complaints per 100,000 customers data: https://www.ofcom.org.uk/_resources/documents/research-and-data/multi-sector/pay-tv-complaints/Telecoms-and-Pay-TV-Complaints-Q4-October-December-2016.csv

Pay TV complaints per 100,000 customers (industry average = 5): BT = 17; TalkTalk = 9; Virgin Media = 9; Sky = 1.

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

Relative scale of average complaints per 100,000 customers, by sector (quarterly) data: Landline telephone complaints per 100,000 customers data: https://www.ofcom.org.uk/_resources/documents/research-and-data/multi-sector/pay-tv-complaints/Telecoms-and-Pay-TV-Complaints-Q4-October-December-2016.csv