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Ofcom outs BT, EE and Talktalk as most complained about networks

Updated Merry Christmas, Sky and Virgin Media
Tue Dec 17 2013, 12:35
Angry phone man

UK COMMUNICATIONS REGULATOR Ofcom has named and shamed BT, EE and Talktalk as the country's most complained about networks.

Ofcom released its latest user satisfaction report on Friday, as it does to let consumers know which companies are likely to drive them up the wall.

Ofcom Consumer Group director Claudio Pollack said, "We're committed to providing valuable and transparent information to help consumers make an informed decision when considering an alternative provider or a new service.

"We also hope this data will incentivise providers as they work to address issues driving complaints and improve their performance."

BT ranked as the most complained about company offering Pay TV services. Ofcom said the firm received 0.56 complaints per 1,000 customers, far more than other providers. Sky received an average of 0.02 complaints per 1,000 customers in the third quarter, and Virgin Media 0.05.

A BT spokesperson said, "BT apologises to BT TV customers who suffered poor service during the summer. While these complaints represent a fraction of [one percent] of those customers, we are disappointed with the result, and we accept that we failed to reach the high standards that customers expect."

EE probably isn't feeling too proud of itself, either. The company, specifically the Orange arm of EE, ranked as the most complained about vendor of broadband services, generating 0.45 complaints for every 1,000 customers. BT, perhaps unsurprisingly, was the second most complained about network with 0.42 complaints per 1,000 customers, followed by Talktalk with 0.27 complaints per 1,000.

An EE spokesperson told The INQUIRER, “We are of course disappointed by these latest results and will take on board the findings of the Ofcom report as we strive to offer our customers the best service at all times.

"We have an ongoing programme to improve service performance and we’re pleased to see that the number of complaints about our mobile services continues to drop.”

Talktalk has managed to irk its customers for landline telephone services, generating an above average number of complaints with 0.31 per 1,000 customers.

BT ranked as the second most complained about operator yet again in the landline category, with a third quarter average of 0.23 complaints per 1,000 customers. Sky and Virgin Media were better, with averages of 0.11 and 0.08 complaints per 1,000 customers, respectively. µ


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