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TalkTalk and 3 top Ofcom complaints league

Jennifer Scott

Regulator Ofcom says ISP TalkTalk and mobile operator 3 received more complaints than any of their rivals in the first quarter of 2012.

In the latest quarterly report from Ofcom – which names and shames the worst customer offenders in the broadband, landline and mobile markets – Ofcom showed TalkTalk to have the most complaints for the first two areas and 3 for the third.

For landline services, TalkTalk received 0.72 complaints per 1,000 customers; for broadband, it received 0.56 complaints per 1,000 customers. The ISP has approximately five million users on its books.

Virgin Media received the fewest complaints for its landline service at 0.16 complaints per 1,000 customers. But Virgin Media was beaten by Sky for the accolade of least-complained-about broadband provider, which registered 0.15 complaints per thousand customers.

When it came to complaints against mobile operators, 3 received 0.14 complaints per 1,000 customers. O2 managed a sixth consecutive quarter as the least-complained-about mobile network, with just 0.02 complaints per 1,000 customers.

A TalkTalk spokesman tried to accentuate the positive, drawing attention to the 36% fall in landline complaints to the company. The TalkTalk spokesman said broadband complaints had dropped by 31% in the three month period between January and March 2012.

However, he added: “We do recognise there is still work to do and we are continually pushing through improvements.”

Computer Weekly contacted 3 for comment on the results, but it had not returned the request at the time of publication.

For the first time, Ofcom included complaints data regarding pay TV services into its quarterly report. BT was by far the most complained, with its BT Vision service registering 0.27 complaints per 1,000 customers. 

Virgin Media and Sky were quite evenly matched though, with 0.07 and 0.03 complaints per 1,000 customers respectively.


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