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Ofcom outs Orange and Talktalk as most complained about ISPs

Virgin Media and Sky left unscathed
Fri Sep 27 2013, 12:27
An Ofcom logo

UK REGULATORY WATCHDOG Ofcom has published its 10th report on the number of complaints it gets about communications service providers.

Ofcom breaks down complaints into the areas of Broadband, Landlines, Pay TV and Mobile Phones.

Virgin Media and Sky are left relatively unscathed in the comments, but other firms do not fare as well.

Orange was accused of generating a swathe of complaints about broadband services. Ofcom said that for every 1,000 customers it got 0.32 complaints. Orange was pleased that the overall number of complaints has fallen.

"We're committed to providing our customers with the best possible service at all times. We are of course disappointed with the findings but at the same time we're pleased to see the number of complaints has dropped over the past few months," an Orange spokesperson said.

"We take all complaints seriously and will take on board the findings of this latest Ofcom report."

Talktalk, which was criticised for having the longest list of landline complaints, was pleased that it wasn't moaned about as much as Orange.

"We continue to make significant improvements across the business and are pleased this is reflected in Ofcom's data. TalkTalk customers made fewer complaints about broadband than those of BT or Orange during June, and fewer complaints about landlines than any quarter before," said a Talktalk spokesperson.

"The number of complaints continues to reduce every month and when issues do arise, improvements to our systems and processes mean we are usually able to fix them first time."

Over the second quarter of 2013, Talktalk's landlines generated 0.34 complaints per 1,000 customers.

T-Mobile won the attention of Ofcom with complaints about its pay monthly mobile services. "T-Mobile generated above average complaints at 0.17 per 1,000 customers, largely driven by issues related to billing and complaints handling," explained Ofcom.

BT was the most complained about paid TV provider with its Vision service. Ofcom received 0.25 complaints per 1,000 customers. BT also generated broadband related complaints in excess of the industry average, at 0.28 for every 1,000 customers. A disappointed BT said that it is sad that it let down any of its customers, and was contrite about both the Vision and broadband services.

"BT's focus is on providing a high quality service and we're disappointed whenever we let a customer down. Our figures have improved and we have introduced changes aimed at 'Making it Easy' for our customers, which we believe will have a positive impact in reducing complaints," said a BT spokesman.

"We're working hard to provide compelling and convenient sport, film and TV, that costs less and is better value than our competitors. We're disappointed to be above the industry average, although we have seen an improvement and it's important to remember that the actual number of complaints is relatively small.

"However, we are not complacent - where customers have experienced problems, we've identified and fixed the causes." µ


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