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Talktalk is the most complained about ISP this year, says Ofcom

Received 0.56 complaints per 1,000 customers in the first quarter
Wed Jun 27 2012, 15:07
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UK ISP Talktalk was the most complained about British broadband provider in the first quarter, according to a report released today by regulator Ofcom that measures customer complaints against UK telecom providers.

As the fifth report of its kind by Ofcom, the data tell which providers have generated the most complaints to the telecoms regulator from the last quarter of 2010 through the first quarter of 2012.

Talktalk received 0.56 complaints per 1,000 customers in the first quarter, whereas Sky and Virgin Media were the least complained about providers, receiving 0.15 and 0.17 complaints per 1,000 customers, respectively.

BT was the second most complained about telecoms provider with 0.38 complaints per 1,000 customers. Orange tallied a close third with 0.37 complaints per 1,000 customers.

We asked Talktalk for a statement regarding the figures, to which it replied and seemed happy enough that the level of complaints against it was down from the previous quarter.

"We are pleased that Ofcom's data shows that complaints are 31 per cent down for broadband compared with the same period last year," a spokesperson told The INQUIRER.

"We have been working hard to deliver improvements that give our customers a better experience...we do recognise there is still work to do and we are continually pushing through improvements."

What we assume was a rather smug spokesperson at Virgin Media said, "We're pleased to see our continued good performance. We want to deliver a fantastic customer experience each and every time and continue to invest in our next generation digital services to bring all the benefits to homes throughout the UK."

Ofcom said its customer satisfaction research aims to provide useful information for consumers and also "to incentivise operators to improve their performance". This we hope it will do, as judging by the figures it might want to have a word with Talktalk. µ


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