Householders will welcome the latest Ofcom research, which shows how their home phone and broadband deal stacks up when compared to other providers.
Ofcom’s just-released figures reveal the worst performing provider. The research measures the volumes of complaints against the major telecoms and pay-TV providers, between July and September 2013.
This is Ofcom’s eleventh quarterly report, which aims to provide useful information for consumers and incentivise operators to improve their performance. Complaints about landline telephone, broadband and pay TV were higher than for the previous quarter, while complaints about mobile services decreased.
Landline telephone services
TalkTalk is consistently rated the worst in terms of its landline service. It generated the most complaints during the third quarter of 2013, with 0.31 complaints per 1,000 customers.
- Complaints against TalkTalk are at their lowest level since Ofcom first began publishing data although still remain above the industry average. The main complaints came from customers who were unhappy with how service faults and problems were handled, as well as from those who had problems switching providers.
- BT also generated complaints in excess of the industry average at 0.23 per 1,000 customers in Q3 2013. This is double the industry standard.
- Both Sky and Virgin Media generated complaints below the industry average. Virgin Media had the fewest number of complaints, at 0.08 complaints per 1,000 customers, while Sky generated 0.11 per 1,000 customers. The best performer is Virgin Media, which generated 0.08 complaints per 1,000 customers.
Claudio Pollack, Director of Ofcom’s Consumer Group said: “We hope this data will incentivise providers to address issues driving complaints and improve performance.” More detailed analysis of this research available from
Ofcom, the UK's telecoms regulator. If you're unhappy with the level of service you are currently experiencing, it is worthwhile switching providers.
Ofcom’s just-released figures reveal the worst performing provider. The research measures the volumes of complaints against the major telecoms and pay-TV providers, between July and September 2013.
This is Ofcom’s eleventh quarterly report, which aims to provide useful information for consumers and incentivise operators to improve their performance. Complaints about landline telephone, broadband and pay TV were higher than for the previous quarter, while complaints about mobile services decreased.
Landline telephone services
TalkTalk is consistently rated the worst in terms of its landline service. It generated the most complaints during the third quarter of 2013, with 0.31 complaints per 1,000 customers.
