BT Group companies were once again singled out in Ofcom's latest complaints figures with companies operated by BT generating the most complaints relating to pay TV, lineline and broadband. Vodafone continued to be the most complained about mobile network operator.
Noting an increase in the number of overall consumer complaints in the third quarter of 2016, Ofcom's latest data confirms BT TV as the most complained about pay TV service, with more than double the number of complaints as second place Virgin Media. BT TV is been in top position for all but one quarter over the course of the last two years. Complaints about TalkTalk's TV service was just above the industry average, whereas there were barely any complaints about Sky's pay TV service in the three months ending September 2016. (Charts are found below)
In terms of broadband provision, BT and its siblings Plusnet and EE took the top three positions in terms of most complained about, with gripes about how complaints are handled, billing issues and service provision. All three brands saw customer complaints to Ofcom increase during the summer. TalkTalk had just under the industry average in terms of complaints about broadband, with Virgin Media and Sky the least complained about.
With regards landline telephone, Plusnet and EE were top of the most complained about table, with BT pipped to third-most complained about by the Post Office.
Among mobile service providers, Vodafone, Talk Mobile and Virgin Mobile were the most complained about services. Vodafone has been the worst performing company for the last two years, with complaints levels much higher than any other mobile phone company. O2, Three and Tesco Mobile generated the fewest complaints to Ofcom.
The Ofcom data only reflects the number of complaints it has received about the service, and not the many complaints that don't get as far as Ofcom.
Announcing the latest figures, Lindsey Fussell, Director of Ofcom's Consumer Group, said:
“We won’t stand for complacency when it comes to customer service. We expect providers to make it a top priority and work hard to better serve their customers."
Ofcom complaints data: