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Regulator plans to release quarterly reports highlightiing poor performance by internet service providers, landline and mobile operators
Ofcom has received more complaints about Talktalk then any other internet service provider (ISP)
In the first of a planned quarterly report from Ofcom naming and shaming exercise, the regulator said that although billing problems caused a spike in complaints about the ISP between October 2010 and February this year, overall customer dissatisfaction with Talktalk was higher than any other ISP.
BSkyB was the second most complained about ISP followed by BT. Ofcom said that it received the fewest complaints from Virgin Media customers.
The regulator also highlighted complaints against mobile providers and Three UK was by far the most complained about company, followed by T Mobile, Orange and Vodafone. O2 had the least disgruntled customers according to its survey.
Although Ofcom doesn't try to resolve individual complaints against mobile providers, the issues reported to it allow the regulator to monitor the market and find out if it needs to take action against an ISP.
It said that although price and network performance are important to consumers, its research has indicated that about a fifth of people would like information about complaints.
Ed Richards, Ofcom chief executive said: "Consumers should have access to as much information as possible to allow them to choose between providers and to take full advantage of the competition in the sector.
"By publishing complaints data, Ofcom aims to provide useful information to consumers and to give telecoms providers an incentive to improve their customer service."
Ofcom said that although it realises a single source can't provide consumers with all the information they need, it plans to include other providers in future.
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3 mobile
I've been with 3 mobile 2 1/2 years & not had any problems at all, I had teething problems at first when answerphone kept answering my phone before it rang, this has been rectified and no problems since.
Posted by Neal, 22 Apr 2011
Talk Talk Fix Time
My phone and broadband are through Talk Talk (previously Tiscali). Yesterday my phone line (and broadband went down), however, after obtaining a 'normal' landline '0207 998 5108' from 'saynoto0870.com' I phoned from my mobile (using inclusive air-time minutes), and had the problem fixed within about 30 - 45 minutes, including call backs etc. It was an Indian call centre, but both people I spoke to spoke adequate English. I was very pleased with the response, and feel it is only fair to air this, especially as I am always happy to complain about non-uk call centres.
Posted by Mr C. Stockton-on-Tees, 28 Apr 2011
TalkTalk
Just how low or sneaky can TalkTalk get? Well, here is a bit of insight to their tactics if anybody is foolish enough to give them a try! 2 reps came to my door with their usual spiel of, “did I know my phone line had been upgraded”. Upgraded to what I asked? Free broadband! Oh yes and when did this happen I asked? The mouth-piece of the 2 said TalkTalk had upgraded my line for faster broadband. Well that’s news to me as I’ve been with Plusnet for 2 years and never been with TalkTalk. He asked how much I was paying, and I told him £22.85 a month for line rental, 60GB usage and free calls anytime. We can give you fibre optic was his reply (I will add here that I have A+ network support, A+ hardware/software, MCP and an MCSE). I became a bit flippant at first and said, what are you some sort of magician or something, because this area (ALLOA) does not have fibre and there is no intention of the powers that be ever supplying it to this area, now or in the near future. Now for the bullshit! His reply was that TalkTalk can do it (they just have to flick a switch—Laughable or what eh!), and I sort of lost the rag a bit and told the pair to politely naff off (in Glaswegian terms of course). What happened next throw me and caused a blistering row with the wife and I, because about 3 weeks or so later they were back, only this time I was out, and yes they got my wife to sign up (damned cheek). I immediately called their cancellation number to get the order cancelled, which they assured me was done. Now for the juicy part! Last week I received a letter from TalkTalk (along with what has to be the cheapest, tackiest router I have ever clapped eyes on). The letter was a notification of my TalkTalk connection going live on 27th June, and of a direct debit to be deducted from a certain date + a £30 connection fee. We immediately contacted the bank to have this cancelled (STRONG ADVICE: DON’T EVEN LET THESE TALKTALK PEOPLE OVER THE DOOR). I phoned them up again and warned them if they ever attempt anything like that again, I will be instructing my bank to initiate legal proceedings for attempted fraud.
Posted by Ian Black, 28 Jun 2011
TalkTalk
It's only fair for me to add that I and 5 friends are TalkTalk customers and have been pretty satisfied with the service over the last 3 years. Not sure about the friends but I have had broadband problems on 2 occasions both of which were dealt with efficiently. It is true that their call centres are mainly in India or the Phillipines but I found that the standard of English was adequate to excellent and the worst problem was one which affected many customers for about 24hrs.I don't think it is a good idea to put call centres out of UK for broadband, which can require a level of expertise and understanding on behalf of the customer which older people may find to be more difficult in an accent which is not native Uk and with a delay on the line but we all know why this is done and BT do the same; strangely Plusnet which is wholly owned by BT , do have call centers in UK.
Posted by TONY MAHON, 25 Sep 2011