Ofcom has published its latest complaints data, covering telecoms providers and, for the first time, pay TV services. Since the report was first published in April 2011, it has included telecoms companies providing broadband, landline and mobile telephone services. This report, covering the first quarter of 2012, is the first to include complaints relating to the provision of pay TV services.
The data covers telecoms and pay TV providers with a market share greater than 4 per cent. For pay TV, this accounts for three companies: Sky, Virgin Media and BT Vision.
From January to March 2012, Ofcom received the most complaints about BT Vision, with 0.27 complaints per 1,000 customers. The figures for Virgin Media and Sky were 0.07 and 0.03 respectively.
Ofcom analysis suggests a number of reasons for the relatively high number of complaints about BT Vision, including issues related to their sales processes and problems with billing. Ofcom notes, however, that BT Vision improved its performance quarter-on-quarter.