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BT has the worst broadband and Orange mobile still lags the pack

Firms draw the most Ofcom complaints
Wed Mar 26 2014, 14:40
angry businessman

THE MOST COMPLAINED ABOUT broadband provider in the last quarter of 2013 was BT, with 0.32 complaints per thousand customers, overtaking EE to take that dubious honour for the first time since UK telecoms regulator Ofcom started publishing figures in 2011.

The latest figures released on Wednesday show that EE Broadband, formerly Orange Broadband, topped the complaints chart for the previous five quarters, but in common with most other broadband operators it saw complaints drop during the last three months of the year, though it still ranked significantly worse than its competitors at 0.29 complaints per thousand subscribers.

Libby Barr, head of customer service for BT, said "BT is disappointed with the results in broadband and TV, despite the fact that we've improved from last quarter. We have hired 2,000 extra engineers and are bringing jobs back to the UK and investing in new systems and processes."

Meanwhile Orange topped the pay monthly mobile moan list by a narrow margin of 0.12 over sister company T-Mobile at 0.11 complaints per thousand customers. The two EE networks' complaint levels were the only two of the six networks Ofcom tracked that registered above the calculated average.

A spokesperson for EE said, "We are of course disappointed by these latest results and will take on board the findings of the Ofcom report. We have an ongoing programme to improve service performance – including the creation of 1,000 customer service roles across the UK and a £50m systems investment - that underlines our determination to offer our customers the best service at all times."

EE's 4G service is not yet included in these reports. Pay As You Go providers were omitted, as no provider yielded more than 30 complaints about its service.

The least complained about mobile provider was O2 with 0.03 complaints per thousand, narrowly beating minnow network Three at 0.05.

EE was recently found to be the fastest in the UK with speeds faster than those available in New York City, but is often the most expensive as well as the most complained about, a problem the firm tackled this week by announcing the first £99 4G smartphone and reduced tariffs.

Ofcom's 'name and shame' policy seems to have had a positive effect on the telecoms industry, with complaint levels having fallen consistently since the regulator introduced the complaint reports. However Ofcom still receives almost 300 consumer complaints every day. µ

 

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