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Ofcom names and shames Talktalk, Orange and BT

Telecoms, broadband and Pay TV firms rated
Thu Mar 28 2013, 13:05
An Ofcom logo

TELECOMS REGULATOR Ofcom has published its eighth list of the most complained about Pay TV and telecoms providers. It must be uncomfortable reading for some firms.

Ofcom said that while overall the number of complaints was falling, there are still providers that are failing their customers.

"It's encouraging to see a continuing decline in the total volume of complaints, and we hope these figures will incentivise providers to further improve their performance," said Claudio Pollack, director of Ofcom's Consumer Group.

"We're committed to providing consumers with valuable information to help them choose a provider that best suits their needs."

In landlines, Talktalk generated the most negative chat during the last quarter of 2012. Ofcom said that it attracted 0.36 complaints per 1,000 customers. This might sound low, and Ofcom said that Talktalk complaints are falling quarterly, but the figure is twice the industry average. In the main Talktalk customers complained about service faults and service issues.

Talktalk told The INQUIRER that the work it has done to improve its business over the last year is paying off.

"We've made significant improvements across the business this year and we're pleased this is reflected in the Ofcom data. Complaints about both landline and broadband services have halved compared to the same quarter last year," said a spokesperson.

"We've invested in our online customer support - which now accounts for over 70 percent of customer contacts, and offer more support when people move home. When issues do arise we increasingly fix them first time. We will continue to look for ways to better serve our customers while continuing to provide the great value we're known for."

Virgin Media had the fewest number of complaints, at 0.11 complaints per 1,000 customers, while Sky had 0.12 complaints per 1,000 customers.

Broadband customers of Orange perhaps would have been better off sucking on a lemon. The operator's complaints were at 0.70 per 1,000 customers, a sharp increase from the 0.50 complaints per 1,000 customers figure three months earlier.

Talktalk was the second most complained about broadband provider, with 0.33 complaints per 1,000 customers, and BT was third with 0.30 complaints per 1,000. Sky did the best here with just 0.08 complaints per 1,000 customers.

BT ranks badly when it comes to Pay TV services, as its BT vision gathered 0.24 complaints per 1,000 customers. This is a small increase from the 0.23 complaints per 1,000 customers figure in the previous quarter, but Ofcom says that complaints were six times higher than the industry average.

Virgin Media got "above average" Pay TV complaints at 0.06 per 1,000 customers, while Sky can ease back into its chair with just 0.02 complaints per 1,000 customers.

Pay monthly mobile phone users like to bend Ofcom's ear about Orange, largely because it withdrew a free broadband offer. O2 was the least complained about mobile provider with 0.06 complaints per 1,000 customers. µ


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