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Ofcom names and shames EE and Talktalk as most complained about networks

Virgin Media and Sky again come out on top
Fri Jun 27 2014, 12:04

UK TELECOMS WATCHDOG Ofcom has released its latest complaints report, outing EE and Talktalk as the most moaned-about networks.

Ofcom released its latest report on Friday, which looks at complaints received regarding broadband, mobile, landline and TV services from January to March.

In broadband, EE once again ranked as the UK's most complained about internet provider, generating 0.42 angry phone calls per 1,000 customers, which mostly related to "service faults, billing and issues with changing provider".

EE has responded to the report, and told The INQUIRER that it plans to improve its customer service.

An EE spokesperson said, "We are committed to improving service levels and have plans to return over 1,000 customer service roles to the UK from overseas call centres, the first phase of which will see two new UK call centres open in the next few weeks.

"We are of course disappointed but will take on board the findings of this latest Ofcom report as we strive to offer our customers the best possible service."

BT and Talktalk also received more complaints than the industry average, at 0.33 and 0.24 per 1,000 customers, respectively.

BT has yet to respond, but Talktalk has taken a positive spin on Ofcom's damning report, telling us, "The overall number of complaints about our services continues to fall, and we are pleased to see this reflected in Ofcom's report," adding, "complaints about broadband are down by two-thirds compared to three years ago."

Virgin Media came out on top with fewer complaints than its competitors, attracting just 0.07 percent per 1,000 customers. Sky came in second place, with 0.09 percent.

Virgin Media CEO Tom Mockridge commented, "Whilst it is great to see customers have told Ofcom we are better than BT, Sky and TalkTalk, there is always room for improvement."

Among mobile services, EE again ranked as the most-complained about network, having generated 0.12 complaints per 1,000 customers - twice the industry average. Virgin Media also saw a rare bit of bad news from Ofcom's latest report, with the number of complaints related to its mobile service also ranking "above average" at 0.07 per 1,000 customers.

Mockridge added, "We believe we can do even more and are working hard to deliver the best customer experience every time."

Of landline services, Talktalk generated the most complaints, while BT was outed as the most complained-about TV provider in the first quarter. µ


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