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Three is the most complained about mobile provider, says Ofcom

Talk Talk is the most complained about broadband service
Wed Sep 26 2012, 14:05
An Ofcom logo

BRITISH TELECOMS REGULATOR Ofcom published its latest complaints data on the major players in the mobile telecom, broadband and pay TV industries today.

According to the latest report that spans April through June this year, Three was the most complained about mobile operator during the quarter.

"Three [was] the most complained about provider for the period April to June 2012, with 0.15 complaints per 1,000 customers," the report said. "Most of these complaints were mainly driven by disputes over charges and issues with customer service."

A spokesman from Three told The INQUIRER, "We are always trying to improve our service and where issues do occur, deal with them quickly and fairly. Resolving any issues promptly is a focus for the business."

Once again, O2 was least complained about mobile provider, generating 0.02 complaints per 1,000 customers.

Ofcom said T-Mobile, Vodafone and Orange all had pay-monthly mobile complaints in excess of the industry average.

As to broadband providers, Talk Talk improved for the third quarter in a row but still managed to top the complaints chart, with 0.42 per 1,000 customers kicking up a fuss. However, this was down from 0.56 in the first quarter and 0.61 in the fourth quarter of 2011.

Talk Talk told The INQUIRER in a statement, "Technical faults are fixed faster, more support is being offered when customers move house, and our online support system, which now accounts for 70 percent of customer contacts, is being further enhanced."

The least complained about broadband provider was Sky's broadband service, 0.10 complaints per 1,000 customers.

Ofcom's data shows that in the second quarter of 2012, all broadband providers included in the research generated fewer complaints to Ofcom compared to the previous quarter.

The report is Ofcom's sixth quarterly installment since it began issuing such reports, aiming to provide information to help consumers make informed decisions when considering a new service or provider. µ


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