TalkTalk the most complained about telecoms provider

26 September 2011

TalkTalk has emerged as the most complained about telecoms provider, according to the latest complaints data from Ofcom.

The watchdog's April to June 2011 report reveals that TalkTalk Group, which now includes Tiscali, received 0.8 complaints per 1,000 customers for its landline services - the most of any provider.

However, Ofcom does point out that there has been an improvement in TalkTalk's performance.

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Heading in the right direction

In a statement, TalkTalk said it still has "lots to do", but underlines the improvements it has made.

"Following the Tiscali integration, the service we offer our customers has significantly improved in the last quarter with the number of complaints as a percentage of customers dropping by over 50%," reads the statement.

The company also says it is simplifying its business and connecting customers more speedily: "Last year it took an average of 23 days, today a customer will be connected in 14 days."

Ernest Doku, technology expert for, applauds TalkTalk's efforts: "Since Ofcom began compiling the data nearly a year ago, TalkTalk Group has stood out as the worst performer in both landline and fixed broadband services. But while there is still more to be done, TalkTalk is clearly pulling its socks up."

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Virgin Media received the least amount of complaints for its landline service over the same period, attracting 0.15 complaints per 1,000 customers.

In a repeat of first and last place, TalkTalk was the most complained about broadband provider, attracting 0.58 complaints per 1,000 customers, compared to best-placed Virgin Media, which received 0.15 complaints per 1,000 customers.

Complaints about mobile services were lower than in other telecoms areas but 3UK came out the worse with 0.14 complaints per 1,000 customers. Ofcom suggests these complaints have been spurred on by customer billing and service issues.

Ofcom's findings are a reminder to the telecoms companies that customer service is important to consumers too, says Doku: "Best price may not always be the same as best value and these figures are a useful tool for people shopping around for a deal, which can give them the whole package."

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