Ofcom: TalkTalk’s service improving

According to the latest complaints data from the watchdog
Darren Allan

December 19, 2012
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Ofcom has compiled its latest report on broadband, landline and pay TV customer satisfaction for Q3 2012, and TalkTalk, usually the biggest offender, has improved again.

TalkTalk is still the most complained about landline provider, however, with 0.39 complaints per thousand customers. That’s still well ahead of second place BT on 0.21, but it is considerably down from the previous quarter’s figure of 0.52. Sky and Virgin Media were the best performers this time around, again, on 0.12.

The real success for TalkTalk, though, was that in broadband complaints, it’s no longer the most moaned about ISP. It dropped from 0.42 last quarter to 0.35 this time around, overtaking Orange which moved into first place with 0.50 complaints per thousand (way up from 0.29 last quarter).

Indeed, TalkTalk was almost level with BT, the latter being on 0.34, only 0.01 ahead of TalkTalk now. The best broadband customer service was provided by Sky on 0.09.

Pay TV complaints were almost exactly the same as last quarter – in other words, BT was well out in front on 0.23, with Sky and Virgin Media on 0.02 and 0.06 respectively.

Sky is the clear winner here, certainly, and although TalkTalk has improved, it still has some way to go – much as with BT. Orange clearly needs to sort its broadband act out, too, with a near doubling of complaints ringing some serious alarm bells.

Ofcom also looks at mobile complaints data, and the loser there was T-Mobile on 0.17, just edged out by the improving Three on 0.16 – tied with Orange, also on 0.16. Vodafone is on 0.14, and there’s really very little difference between them all – with one exception and clear winner, O2 on 0.05 complaints per thousand customers.

Yes, several major outages this year don’t appear to have put people off O2; far from it.


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