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Telecoms regulator Ofcom has published its latest quarterly report into the number of complaints recorded by the UK's major broadband, phone and TV providers.

The report often focuses on the biggest providers in the market, particularly those with a share of at least 1.5%.

Complaints are reported per 1,000 subscribers, meaning that results are put together in relative terms.

In terms of results, EE was found to the be the worst for fixed broadband connections with a score of 0.45 per 1,000 customers in Q2 2015, although that is still down from the 0.51 figure recorded last quarter.

Top problems include faults, service and provision (40%), while billing, pricing and charges (20%) and complaints handling (20%) were also cited as top sources of ire.

Most of the other providers saw improvements over the previous quarter, although TalkTalk saw a slight increase in complaints, rising from 0.26 in Q1 to 0.27.

Worryingly for the company, that number is also well above the industry average of 0.16 per 1,000 customers.

Elsewhere, Virgin Media and Sky Broadband both performed positively, recording complaints below 0.10 per 1,000.

In terms of fixed line phone services, EE once again performed poorly, despite seeing its score for Q2 decreases from 0.39 to 0.34.

However, there were big rises in complaints for TalkTalk and the Post Office’s Home Phone service, while the former also saw increased dissatisfaction in its pay TV service, with its score rising from 0.12 to 0.15.

BT saw its performance in Pay TV services dramatically improve, with complaints for the quarter dropping to 0.11 - below the 0.15 in Q1.

Reasons cited for TalkTalk complaints include service and provision issues (36%), billing, pricing and charges (28%) and issues relating to complaints handling (17%).

While compiling this latest list of complaints, it is worth noting that Ofcom does not actually deal with individual gripes, but the regulator can take action if it spots a particular trend.

Possible consequences include fines or amendments to service practices.  

Source

ISPreview

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