BT tops broadband complaints list for the first time

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BT was the most complained about broadband service in the last three months of 2013, a report by communications watchdog Ofcom has found.

The company received 0.32 complaints for every 1,000 customers between October and December, with the majority concerning service faults and how complaints were handled.

Next on the broadband list of shame was EE  – the first time it hasn't topped the list in more than a year - with 0.29 complaints per 1,000 customers. It was followed by TalkTalk with 0.21.

Virgin Media attracted the fewest complaints (0.07 per 1,000 customers) followed by Sky (0.08).

BT was also found to be the most complained about television provider as well. Ofcom received 0.31 complaints per 1,000 customers using BT TV, with service faults and billing making up the majority of complaints. Sky retained its position as the least complained about provider, with just 0.02 complaints per 1,000 customers.

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Supply and demand

In response to the findings, Libby Barr, managing director of customer service at BT, said: "BT is disappointed with the results in broadband and TV, despite the fact that we've improved from last quarter. BT is the fastest growing business by far in the UK for both pay TV and broadband, and as we process more transactions we have unfortunately suffered more disruption than companies with static or declining customer bases.  

She added: "We have hired 2,000 extra engineers and are bringing jobs back to the UK and investing in new systems and processes."

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The problem with BT is that all calls to them are firstly fended off by one of their call centres in India. Never mind trying to understand their accents, the people there don't understand what they are talking about and react via a script (although some people in UK call centres are not much better).

BT will continue to lose customer confidence until they do what they promised a few years ago. That is to bring back the call centres to the UK.

Sadly the same applies to a multitude of companies trading in the UK.

I agree with Jeffrey.The calls are always put on hold sometimes for lenghty periods. The overseas call centres confuse me. Yes bring them back to the UK.
On a positive note I am happy with BT for my phone, broadband, bt vision and wifi connection. I pay annually for my line connection and my other payments are revieved on a annual basis, obtaining discounts for the products I have.

I am not surprised that they are bottom for customer service, I left them a year ago because of their dreadful customer service. I have no hesitation is saying that I have never experienced worse service from any other company in my life.