TalkTalk still top of broadband complaints

And Three is the most moaned about mobile ISP

September 27, 2012
Ofcom Logo

It’s that time, again, when Ofcom makes its quarterly figures for the most complained about landline, broadband and mobile providers known (and this time, it also published an industry average).

So, mirror, mirror, on the wall – who is the most moaned about of them all? TalkTalk, it would seem, when it comes to both landline and broadband service in Q2 2012. Although that’s no surprise, as TalkTalk has been the worst offender ISP on that score for some time now.

In terms of the number of complaints per 1,000 customers, TalkTalk hit a level of 0.53 for its landline service. That’s way above BT on 0.19 in second place, with Sky and Virgin on 0.15 and 0.14 respectively.

As far as fixed broadband went, TalkTalk again topped the league, but not by as much this time, with 0.42 complaints per thousand. BT was again second most moaned about, and in this case, not far behind on 0.31. Orange was third with 0.24, which also happened to be bang on the industry average.

Finally, in the mobile broadband world, Three was the most complained about ISP on 0.19, but to be fair, the gap was pretty narrow here. T-Mobile wasn’t far behind at all on 0.17, and the industry average was 0.13, and notably lower than for fixed broadband.

Ofcom also keeps stats of black marks against pay TV providers, and BT romped home as the pits in this category – with a figure of 0.25 – so overall, this wasn’t a good showing for the company, given that they were also second in broadband and landline moans.

Virgin was second in pay TV with 0.07, while Sky was top in customer satisfaction, recording an impressively low 0.02, down from 0.03 last quarter. BT was at least down from its high of 0.38 at the end of 2011.


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