Advanced Television

Ofcom: Pay-TV complaints down, BT still leads

September 29, 2016

Ofcom has published its latest data on the volume of consumer complaints it received against the major providers of telecoms and pay-TV services.

The report covers the three-month period from April to June 2016 (Q2), and includes complaints made about providers of home broadband, pay monthly mobile and pay-TV services.

The total volume of telecoms and pay-TV complaints made to Ofcom reduced between Q1 2016 and Q2 2016, with declines in landline, broadband and pay-monthly mobile complaints.

Lindsey Fussell, Director of Ofcom’s Consumer Group, said: “We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers. Consumers have a right to expect good service and will rightfully complain when that standard isn’t met. If companies do fall short, we will step in and investigate, which can lead to significant fines.”

BT continued to top the pay-TV complaints charts with 16 complaints per 100,000, followed by TalkTalk with 7 and Virgin Media with 5. Sky drew the fewest complains with just 1 per 100,000.

BT also lead for broadband complaints with 26 per 100,000, followed by Plusnet (23), EE (21), TalkTalk (21) and Virgin Media (7). Sky once again drew the fewest complains with 5 per 100,000.

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