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Telecoms and pay-TV complaints from July to September 2016

20 Rhagfyr 2016

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 July to September 2016 (Q3), 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 volume of landline and broadband complaints made to Ofcom increased between Q2 2016 and Q3 2016, while the number of pay-monthly mobile complaints decreased, and pay-TV complaints remained stable.

Lindsey Fussell, Director of Ofcom's Consumer Group, said: “We won’t stand for complacency when it comes to customer service. We expect providers to make it a top priority and work hard to better serve their customers."

Landline complaints

Overview of data on the volume of consumer complaints received against major landline providers. BT has the most at 36 per 100,000 and Sky the least at 7 per 100,000 with an industry average of 20.

Broadband complaints

Overview of data on the volume of consumer complaints received against major broadband providers. Plusnet has the most at 24 per 100,000 and Sky the least at 6 per 100,000 with an industry average of 14.

Pay-monthly mobile complaints

Overview of data on the volume of consumer complaints received against major mobile providers. Vodafone has the most at 18 per 100,000 and Tesco the least at 1 per 100,000 with an industry average of 6.

Pay-TV complaints

Overview of data on the volume of consumer complaints received against major pay TV providers. BT has the most at 19 per 100,000 and Sky the least at 1 per 100,000 with an industry average of 4.