TalkTalk was the most complained about provider of broadband and phone services in the second quarter of this year in the UK, according to telecom watchdog Ofcom.
Noting that though TalkTalk had improved its services — something that is reflected in fewer number of complaints in the quarter than in the previous one — Ofcom said that the company topped the list of angry customer complaints from April to June in 2011.
Virgin Media attracted fewest complaints among providers including BT Retail, BskyB and TalkTalk Group. Ofcom received fewer complaints about Virgin Media than the other three main providers.
Ofcom’s data shows that from April to June 2011 it received the most complaints about TalkTalk Group with 0.8 complaints per 1000 customers. While TalkTalk Group generated the most complaints, we note that there has been an improvement in their performance, quarter on quarter.
The least complained about provider over the same period was Virgin Media with 0.15 complaints per 1000 customers.
The report is Ofcom’s second one looking at telecoms complaints data. Last time, the regulator published complaints figures for October 2010 – February 2011, in which, TalkTalk had emerged as most complained about provider.
Among fixed broadband providers — BT Retail, BSkyB, TalkTalk Group, Virgin Media and Orange Home — Ofcom said it received fewer complaints about Virgin Media than the other providers and received the most complaints about TalkTalk Group.
"However, as with fixed telephony, we have seen a decline in complaints against Talk Talk Group in this area." said Ofcom.
Ofcom’s data shows that from April to June 2011 it received the most complaints about TalkTalk Group with 0.58 complaints per 1000 customers. While TalkTalk Group generated the most complaints, we note that there has been an improvement in their performance, quarter on quarter.
The least complained about provider over the same period was Virgin Media with 0.15 complaints per 1000 customers.
In mobile telephony, complaint levels are much lower than for fixed line telephony and fixed broadband services, said Ofcom.
The providers covered in mobile telephony are 3UK, O2, Orange, T-Mobile, Vodafone and now Virgin Mobile. Ofcom received fewer complaints about O2 and Virgin Mobile than the other four providers, while it received the most complaints about 3UK.
Ofcom’s data shows that from April to June 2011 it received the most complaints about 3UK with 0.14 complaints per 1000 customers. The increase in complaints against 3UK appears to be driven by complaints relating to disputed charges and customer service issues.
The least complained about provider over the same period was O2 with 0.02 complaints per 1000 customers.
