Talktalk tops Ofcom broadband complaints table again

Talktalk has once again received the most complaints of any broadband and fixed landline or mobile phone provider in the UK according to Ofcom.

BT also generated an above-average number of complaints for its services, the communications regulator's sixth quarterly report shows.

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As a proportion of its customer base, Ofcom received more complaints from Talktalk customers than any other provider. But Ofcom did say that overall complaints about these services are falling; including those raised by Talktalk customers.

In response to Ofcom's announcement Talktalk said: "Talktalk received its lowest ever number of complaints about landline and broadband services. There were 35 per cent fewer landline complaints compared with the same quarter last year, while broadband complaints fell 28 per cent.

"We recognise that there is still work to do and we are continually pushing through improvements. Technical faults are fixed faster, more support is being offered when customers move house, and our online support system, which now accounts for 70 per cent of customer contacts, is being further enhanced.

"We'll strive to continually offer great value to our five million customers."

These quarterly reports from Ofcom track complaints from customers of telecoms companies and pay TV providers. The aim is to help consumers make informed choices when considering a new service or provider.

Landline
Ofcom found it was still receiving a large number of complaints this quarter from Talktalk customers about the company's landline services. That said it was pleased to find that the company generated "the fewest number of complaints that TalkTalk has received about its landline services since Ofcom first began publishing complaints data in 2010".

For these services, Virgin Media was the least complained about company

Broadband
The number of complaints about Talktalk's broadband services were higher than other providers, but were also down. Complaints for the company's services centred around line faults and other service issues such as billing and customer service.

Sky attracted the fewest complaints about its broadband services.

Pay for TV
BT was also singled out along with Talktalk as having a higher than average number of complaints. The study shows that more people complained about its BT Vision TV service although this was also down, with most complaints concerning billing and sales processes.

Virgin Media also generated more than the average number of complaints for its TV services. Sky again had the fewest complaints for its pay for TV services.

Mobile
Complaints to Ofcom about pay monthly mobile phone services from Vodafone, T-Mobile, 3UK and Orange were in excess of the average according to the report; with disputes over charges and issues with customer services.

Ofcom said that as no provider has consistently received more than 30 complaints about pay-as-you-go services per month, it wouldn't separate data for these. However, it said it would "continue to monitor pay-as-you-go mobile complaint levels for future complaints reports."