Advanced Television

BT Vision continues to top pay-TV complaints

June 26, 2013

From January to March 2013, Ofcom received the most pay-TV complaints about BT Vision at 0.29 complaints per 1,000 customers.

Increasing from 0.24 per 1,000 subscribers in the previous quarter, complaints about BT Vision remain six times greater than the industry average. Complaints were partly driven by problems with service provision and billing issues.

Virgin Media’s complaints were in line with the industry average at 0.04 per 1,000 customers, while Sky had the lowest number of complaints – 0.02 per 1,000 customers.

For the third consecutive quarter, Orange/EE generated the most complaints as a proportion of its broadband customer base at 0.57 per 1,000 customers in Q1 2013. Complaints were mainly driven by difficulties in changing provider and service issues.

TalkTalk and BT continued to generate above average complaints at 0.36 and 0.33 complaints per 1,000 subscribers respectively. Virgin generated the fewest complaints for the first time since Q2 2011 at 0.08 per 1,000 customers, followed by Sky at 0.10 per 1,000 customers.

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