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December 20, 2016updated 21 Dec 2016 10:23am

BT tops UK broadband complaints list

Blames exceptional rate of broadband outages.

By Hannah Williams

Ofcom figures show BT’s broadband services received the highest number of complaints from July to September 2016.

From its results of home broadband complaints per 100,0000 customers, BT ranks as the highest, receiving 36 complaints followed by PlusNet which received 30 and EE at 26, both companies owned by BT.

Ofcom figures from landline complaints show PlusNet receiving the highest at 24 and EE following second at 20.

Ofcom Q3 2016 results

Ofcom Q3 2016 results

It has been identified that the total number of landline and broadband complaints made to Ofcom increased between Q2 2016 and Q3 2016, while the number of pay-monthly mobile complaints decreased and pay TV complaints remained stable.

BT said in a statement: “We apologise to customers we’ve let down. BT cares about the service it gives to customers and we know we need to do better.”

The company revealed the “exceptional” rate of broadband outages during the third quarter added to its rise in complaints.

BT has confirmed that money will be doing towards service improvements and wide recruitment to increase its team of staff who handle queries and complaints.

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BT added: “Customers will see an improvement as these initiatives take effect.”

A recent report from Ofcom also found that 5 percent of properties, or 1.4 million homes and offices, cannot sign up for broadband speeds of over 10 Mbps.

As many UK households and even businesses still struggle to get decent broadband connections, Ofcom also found that the UK has the fifth best availability of broadband services offering 10 Mbps, behind Singapore, Japan, South Korea and the Netherlands.

Ofcom Q3 2016 results

Ofcom Q3 2016 results

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.

“If companies let their customers down, we will step in and investigate, which can lead to significant fines.”

Vodafone, who were previously fined £4.6 million for breaches of consumer protection rules, received 18 complaints for its mobile service in Q3 2016.

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