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BT still most complained of for TV, broadband

Ofcom’s latest report covering the three-month period from July to September 2016 (Q3), shows that BT continues to receive the most complaints for its broadband and pay-TV services.

The total volume of landline and broadband complaints made to Ofcom increased between Q2 2016 and Q3 2016, while the number of pay TV complaints remained stable.

Introducing the report, Lindsey Fussell, Director of Ofcom’s Consumer Group, said: “We won’t stand for complacency when it comes to customer service. We expect providers to make it a top priority and work hard to better serve their customers.”

Complaints about BT’s TV service were almost four times the industry average. Ofcom received 19 complaints per 100,000 subscribers from BT TV customers, while Sky received the fewest, with just one complaint for every 100,000 customers. Virgin Media received 7 complaints and TalkTalk 6 per 100,000 customers for their respective pay-TV services.

BT received 36 complaints for every 100,000 broadband customers – higher than the industry average of 20.  BT-owned companies, Plusnet and EE, came second and third in the broadband complaints table. Sky was the least complained about broadband provider.

Commenting on the report, a BT spokesman said: “We apologise to customers we’ve let down. BT cares about the service it gives to customers and we know we need to do better. There were a couple of exceptional broadband outages during the period in question which undoubtedly influenced the broadband figures.”

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