BT broadband has been voted the most complained about service provider for Q4 2013 in the latest Ofcom report.
According to Ofcom’s Telecoms and Pay TV Complaints report for the closing three months of 2014, BT has topped the list of the UK most complained about broadband providers.
The Telecoms and Pay TV report ranks the five biggest internet providers according to the number of complaints Ofcom receives about them, which is then adjusted by the amount of customers each provider has.
This is the first time BT has been the most complained about provider in the report, as usually EE is at the top of this list.
“BT is disappointed with the results in broadband and TV, despite the fact that we’ve improved from last quarter,” said Libby Barr, MD of BT customer service. “BT is the fastest-growing business by far in the UK for both pay TV and broadband, and as we process more transactions we have unfortunately suffered more disruption than companies with static or declining customer bases.”
Ofcom’s report states that the regulator received 32 complaints for every 100,000 BT fixed-broadband customers for Q4 2013. These were mainly related to service faults and initial customer service attempts to handle reported issues.
BT also generated the highest level of complaints surrounding its subscription TV service, with 31 complaints per 100,000 customers. This doesn’t relate to quality of programming but facility access and billing complaints.
Virgin Media was found to have the lowest amount of complaints for the quarter, with Sky placing second for the fourth quarter running. TalkTalk was the third least complained about provider.
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