Ofcom: TalkTalk has highest number of customer complaints


Ofcom: TalkTalk has highest number of customer complaints

Cliff Saran

TalkTalk tops the league in terms of number of customer complaints, according to a new report from Ofcom.

The telco regulator has received the most complaints about service from customers of TalkTalk compared to other fix broadband providers.

Ofcom's data indicates that across fixed broadband providers with a market share of five per cent or above, it received the most complaints about TalkTalk Group with 1.27 complaints per 1000 customers from October 2010 to February 2011. Ofcom saw a peak in complaints about TalkTalk Group in November 2010, following its investigation into the company for billing consumers for cancelled services.

Ofcom TalkTalk

The study shows that Ofcom received fewer complaints over the period and by month about Virgin than the three other providers and received the most complaints about TalkTalk Group. As with complaints about fixed telephony services, the spike in complaints against TalkTalk Group in November 2010 largely reflects Ofcom's announcement on 2 November that it had instructed TalkTalk and Tiscali to stop breaching telecoms regulations by issuing bills to consumers for services that have not been provided, the report states.

A judicial review has rejected claims by BT and TalkTalk that government overstepped its authority with anti-piracy measures in the Digital Economy Act.

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