BT Vision leads pay TV complaints

And TalkTalk is the most complained about ISP and landline provider
Darren Allan

June 29, 2012
Ofcom Logo

Ofcom has published its latest round of UK complaints data, showing who the most moaned about broadband, landline and mobile providers are – and for the first time, the organisation has included data on pay TV services.

And it’s not good news for BT on the subscription TV front, as its offering was by far the most complained about according to the Ofcom data.

In the first quarter of 2012, there were 0.27 complaints per 1000 customers when it came to BT Vision. That compared to just 0.07 for Virgin’s cable TV service, and only 0.03 for Sky.

The only good news for BT is that it was down from 0.38 complaints in the final quarter of 2011, so it’s moving in the right direction; but still needs to move quicker. Ofcom suggests that the majority of complaints regarding BT Vision are due to billing problems and their “sales process”.

When it came to broadband, as ever, TalkTalk was the ISP everybody is talk-talking about for all the wrong reasons. The company suffered a level of 0.56 complaints for every thousand customers.

Both BT and Orange weren’t too far behind, though, on 0.38 and 0.37 respectively. Virgin Media and Sky were clearly the least complained about broadband providers, on 0.17 and 0.15.

Mobile services saw Three top the complaints chart on a figure of 0.14, with last quarter’s leader Orange dropping back from a figure of 0.17 to 0.07. All providers were on 0.07 or 0.08, save for Three and O2, the latter of which managed to record a sterling level of 0.02.

Finally, the most complained about landline provider was – you guessed it, TalkTalk, with 0.72 complaints per thousand customers. BT was on 0.24, Sky on 0.19 and Virgin on 0.16.

Clearly, TalkTalk, Three and BT still have work to do in the customer satisfaction department.


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