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TalkTalk still gets most broadband complaints, Ofcom figures reveal

But complaints down

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There was bad news and good news for UK broadband provider TalkTalk in regulator Ofcom’s latest customer complaint figures. The company still gets the most complaints but appears to be improving.

TalkTalk group recorded 0.42 complaints per 1,000 broadband customers with 0.53 per 1,000 telephone subscribers, according to the regulators figures for the second quarter of 2012.

The broadband number represents an improvement on the first quarter number of 0.56 per 1,000 but still considerably worse than the company in second place for unpopularity, BT Retail, with 0.32 complaints per 1,000.

The industry average was the best since Ofcom’s records began in 2010, but the same three vendors have dominated complaints in every quarterly report. TalkTalk is always the worst, followed by BT Retail and then Orange.

All three have sizable customer bases so could this explain the numbers? For comparison, another large provider, Virgin Media, recorded 0.15 complaints per thousand with the best performer, Sky, seeing only 0.10 per 1,000. Size alone does not appear to be the issue.

As for mobile services, 3UK remains the most complained about company, with 0.19 complaints per 1,000, “mainly driven by disputes over charges and issues with customer service,” Ofcom said.

O2 recorded the least complaints in this category with 0.05 unhappy customers per 1,000.

Pay TV’s complaint numbers make grim reading for BT.  Ofcom’s numbers only go back three quarters but the company been by some distance the most complained about provider, recording 0.26 complaints per 1,000 in the last period.  Other providers’ numbers were fractions of a fraction of one percent.


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