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Telecoms and pay-TV complaints from October to December 2017

18 Ebrill 2018

  • TalkTalk most complained-about home broadband and landline provider
  • BT and  Vodafone top complaints table for pay-monthly mobile
  • BT is most complained-about pay-TV provider

Ofcom has today published the latest league tables on the complaints it receives about the UK’s major providers of telecoms and pay-TV services.

The quarterly report reveals the number of complaints made to Ofcom about the UK’s largest providers of home broadband, landline telephone, pay-monthly mobile and pay-TV services, between October and December last year.

The overall volume of complaints in the quarter across all four services remained broadly in-line with the previous period. Broadband and landline services continued to generate the highest volume of complaints.

TalkTalk was the most complained-about provider for broadband and landline services. The company’s main complaint driver was faults and other problems with its services.

BT and Vodafone drew the highest complaints figures for mobile services, and BT was the subject of the most complaints about pay-TV. For both services, customers’ main problems related to complaints handling, billing, prices and charges.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “These figures give people the information they need to shop around and compare providers’ performance.

“The scorecards also motivate companies to improve their performance, and we want to see them follow through on their promises to give customers better service.”

Complaint volumes is one of many measures that can shine a light on service quality. Next month, we will publish our annual provider comparison report, which will present a range of other indicators such as customer satisfaction.

Home broadband complaints per 100,000 customers

Broadband complaints per 100,000
 
TalkTalk 31
BT 27
Plusnet 27
Industry average18
Virgin Media 14
EE 12
Sky 7

Overview of data on the volume of consumer complaints received against major broadband providers.

Landline telephone complaints per 100,000 customers

Landline complaints per 100,000
 
TalkTalk 23
Plusnet 21
Post Office21
BT 16
Industry average13
Virgin Media 11
EE 7
Sky 6

Overview of data on the volume of consumer complaints received against major landline providers.

Pay-monthly mobile complaints per 100,000 customers

Mobile complaints per 100,000
 
BT 11
Vodafone11
Virgin Mobile10
TalkTalk7
Industry average5
EE3
Three3
O23
Tesco1

Due to the way data is compiled, BT and Vodafone are comparable, as are Vodafone and Virgin.

Overview of data on the volume of consumer complaints received against major mobile providers.

Pay-TV complaints per 100,000 customers

Pay TV complaints per 100,000
 
BT18
TalkTalk 10
Virgin9
Industry average5
Sky 2

Overview of data on the volume of consumer complaints received against major pay TV providers.

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

ENDS

NOTES TO EDITORS

  1. Industry averages are limited to those providers included in the report.