BT and Talk Talk have been slammed as the most complained-about providers of TV services in the UK. BT came out bottom, with Talk Talk taking second bottom place, according to an analysis of complaints made to Ofcom.
Ofcom has revealed it received fewest complaints about Sky and the most complaints about BT TV for the quarter July 2013 to September 2013. Complaints about BT TV were driven by service issues and complaints handling. Virgin Media generated below industry average complaint levels.
The total volume of complaints across mobile and fixed-line telecoms services, broadband and TV were found to have increased slightly due to increases in fixed-line, broadband and pay TV complaints. There was, however, a slight decrease in the incidence of mobile pay monthly and PAYG complaints. Broadband services generated the highest relative number of complaints compared to the other services featured in this report, with the fewest complaints made about mobile ‘pay-as-you-go’ (PAYG) services.
For fixed broadband Orange/EE generated the largest relative volume of complaints and these related to service faults and changing provider. BT and TalkTalk Group also generated above industry average complaint levels whilst Virgin Media received fewer relative complaints than the other fixed broadband providers that we report on.
When it comes to fixed-line telephony TalkTalk Group generated the highest relative volume of complaints and these related to service faults and changing provider. BT also generated complaints above industry average whilst Virgin Media received fewer complaints than the other fixed line providers that we report on.
Ofcom received the most mobile monthly contract complaints regarding T-Mobile and these related to billing and complaints handling. Orange and Virgin also generated above industry average complaint levels, whilst Three UK generated complaints equal to the industry average. O2 generated the lowest relative complaint volumes compared to the other published providers.
On average, Ofcom receives just under 300 telecoms complaints a day from consumers.
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