BT remains worst for pay TV complaints to Ofcom


Complaints about pay TV and broadband services are on their way down, but BT still receives the most complaints, according to Ofcom.

Ofcom's latest report on complaints confirms BT's TV service is the most highly complained about pay TV service, while Sky receives the fewest complaints.

The latest report covers the three-month period from April to June 2017 (Q2), and also includes complaints made about providers of landline telephone, home broadband and pay-monthly mobile services.

Pay TV
With an industry average of four Ofcom complaints to 100,000 subscribers, BT's 13 complaints per 100,000 puts it at the top of the table. However, the number of BT TV complaints has fallen from 25 complaints per 100,000 two years ago. But other pay TV providers have also seen a fall in complaints, meaning BT TV still remains the most complained about pay TV service. Meanwhile, Ofcom receives 1 complaint about Sky's TV service for every 100,000 subscribers.

In the middle, TalkTalk with 6 complaints, and Virgin Media with 8 complaints per 100,000.

Home broadband
BT was again top with 28 complaints per 100,000 users, followed by TalkTalk at 24 and BT's Plusnet subsidary at 20 per 100,000. BT's EE broadband service continued to see rapid improvement - once the most complained about broadband service in the UK, it is now the third least complained about service. Sky and Virgin Media received the fewest complaints about their broadband service.

Phone
The Post Office's landline telephone service received the most complaints, while in the mobile phone sector, it was Vodafone who received the most complaints. Sky's landline telephone service and Tesco's pay monthly mobile service received the fewest complaints to Ofcom.

Responding to the data, which can be seen in full here, Jane Rumble, Ofcom’s Director of Consumer Policy, said: 
“Complaints about telecoms and pay-TV may be falling this year, but some providers are falling a long way short on customer service.”
“There can be no room for complacency. We expect providers, particularly those who have been consistently under-performing, to make service quality and complaints handling their number one priority.”
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