ADSL Broadband
Best Broadband
Cable Broadband
Free Broadband
Fastest Broadband
20Mb Broadband
50Mb Broadband
Fibre-Optic Broadband
Ofcom publishes complaints data on broadband providers
Friday 23rd September 2011, by Simon White
Ofcom has published its latest complaints data, laying bare which telecoms firms customers had the most frustrations with between April and June this year.
Regarding fixed broadband services, Ofcom received the most complaints about TalkTalk Group during this period, with 0.58 complaints per 1,000 customers.
However, the regulator conceded that this represented an ongoing quarter-on-quarter performance improvement for TalkTalk, as its rate was 1.12 complaints per 1,000 customers in Q1 and 1.16 the quarter before that.
The best performer was Virgin Media, which attracted just 0.15 complaints per 1,000 customers, followed by BSkyB at 0.20.
Meanwhile, BT Retail and Orange had 0.43 and 0.37 complaints per 1,000 customers respectively.
"This is Ofcom’s second report looking at telecoms complaints data, which aims to provide useful information for consumers, and also to incentivise telecoms providers to improve their performance," said the regulator.
Ofcom's report also looked at other services provided by telecoms firms, and once again TalkTalk was named the worst performer and Virgin Media the best when it came to landline services.
For mobile services, the 3 network attracted the highest rate of complaints, followed by Orange, while O2 was the best with just 0.02 unhappy customers per 1,000.
The report also saw the inclusion of Orange Home and Virgin Mobile for the first time, as it now includes providers who have a four per cent market share, whereas previously the threshold was five per cent.
"The addition of these two providers means that the providers contained within the report cover at least 89 per cent of the fixed telephony, fixed broadband and mobile markets," explained Ofcom.
Last month, the regulator fined TalkTalk and Tiscali UK £3 million for incorrectly issuing bills to customers for services they had no received, with a total of 62,000 cases between January 1st and November 1st 2010.
