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Ofcom: BT pay-TV complaints rise

June 28, 2017

BT was the most complained-about ISP in the first three months of the year, according to a report from Ofcom. The media watchdog, which publishes complaints data every quarter, also found BT to be the most criticised pay-TV company.

BT received 34 complaints per 100,000 subscribers about its broadband service in the first quarter, well ahead of the UK industry average of 21. Its broadband service has headed the regulator’s complaints table since the first quarter of 2016.

“BT’s main complaint drivers related to faults, service and provision issues, followed by issues around complaints handling and issues with billing, pricing, and charges,” said Ofcom.

BT’s subsidiaries Plusnet and EE were the third and fourth most-complained about broadband suppliers, with 25 and 24 complaints per 100,000 subscribers respectively.  TalkTalk was second with 29.

Ofcom found that Sky broadband drew the least amount of complaints, with just eight per 100,000 subscribers, followed by Virgin Media with 13.

BT also once again topped the pay-TV complaints list with 19 per 100,000 – almost four times the industry average of just five complaints per 100,000 subscribers.  Virgin Media ranked second with nine complaints per 100,000 subscribers and arch-rival Sky recorded just two.

BT’s service is getting worse, with the 19 average complaints lodged in the first quarter up on the 17 per 100,000 that made the company the most criticised pay-TV company in the last quarter of 2016.

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