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June 27, 2012

TalkTalk and 3 Mobile remain most complained about telcos

Ofcom has released its complaints data from consumers across fixed line broadband services and mobile services, and once again, TalkTalk and 3 Mobile top the charts.

By Allan Swann

TalkTalk remains the most complained about fixed line broadband company, with 0.56 complaints per 1000 customers over the last quarter. Sky and Virgin remain neck and neck for the least complaints, with 0.15 and 0.17 respectively.

It is the first quarter that Ofcom has tallied complaints data on Pay TV services. Ofcom’s data covers operators with a market share greater than 4 per cent, namely Sky, Virgin Media and BT Vision.

BT Vision was by far the most complained about, with 0.27 complaints per 1000 customers, while Sky and Virgin held 0.03 and 0.07 respectively.

Mobile services fared much better Ofcom noting that ‘complaint levels are much lower for pay TV and mobile telephony than for landline telephony and broadband services.’

3 Mobile remains the most complained about provider, with 0.14 complaints per 1000 customers – this is more than seven times as many complains as O2, who remains the leading provider with just 0.02 complaints. Orange and Virgin Mobile accounted for 0.07 complaints, and T-Mobile and Vodafone had 0.08.

These are very long term trends in the mobile industry. Over the last 18 months, 3 and O2 have been the most and least complained about respectively, quarter for quarter. The other mobile operators remain jostling for position with only minor variances quarter to quarter.

Ofcom is the independent regulator and competition authority for UK communications industries. This edition of the quarterly Telecom Complaints Report covers January to March 2012. On average, Ofcom receives over 300 telecoms complaints a day from consumers, which are usually made when a consumer has been unable to resolve an issue with their provider to their satisfaction. It does not include complaints to providers directly.

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