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September 27, 2012

TalkTalk received highest broadband and landline complaints during Q2: Ofcom

Sky's broadband service and Virgin Media posted least complaints in respective sectors

By CBR Staff Writer

UK telecom regulator Ofcom revealed that TalkTalk has received more complaints than any other landline and broadband providerduring the second quarter (Q2) of 2012 when compared to the earlier quarter.

According to the regulator TalkTalk has been on the peak of the chart since the commencement of publishing complaints in October 2010.

During the quarter, TalkTalk recorded highest complaints in landline telephone services market with 0.53 complaints per 1,000 customers, representing the least number of complaints received against the company since 2010.

Virgin Media registered least number of complaints in landline telephone services with 0.14 complaints per 1,000 customers during the quarter.

In the broadband services market, TalkTalk Group received most complaints with 0.42 complaints per 1,000 customers, of which major complaints were regarding line faults and other service issues.

During the quarter, Sky’s broadband service posted least complaints of about 0.10 per 1,000 customers.

The mobile services which are differentiated between mobile phone complaints received from ‘pay-monthly’ customers and ‘pay-as-you-go’ customers, about 95% of mobile complaints came from pay-monthly customers.

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The 3UK mobile services generated majority of complaints with 0.19 per 1,000 customers in the pay-monthly complaints, while O2 was least complained with 0.05 complaints per 1,000 customers.

Ofcom’s reports are aimed at offering required data to assist consumers in opting the right service or provider, and also to incentivse operators to enhance their performance.

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