TalkTalk, EE, and T-Mobile are troublesome telecoms

28 September 2013

TalkTalk, EE, and T Mobile were the most complained about telecoms and broadband companies between April and June, figures from Ofcom show.

In the home phone market, TalkTalk received the most complaints (0.34 complaints per 1,000 customers), more than double the industry average (0.16). Most dissatisfaction stemmed from poor complaints handling and problems customers suffered while changing provider.

The next most complained about home phone provider was BT, receiving 0.16 complaints per 1,000 customers, level with the industry average.

Orange/EE was the most complained about broadband provider, with 0.32 complaints received per 1,000 customers – nearly double the average of 0.18. Ofcom said billing and switching problems were mostly to blame.

TalkTalk and BT were not far behind, receiving 0.29 and 0.28 complaints per 1,000 customers respectively.

In the mobile market, T-Mobile received the most complaints at 0.17 per 1,000 customers, mainly due to billing problems and complaints handling. Orange and Three also received complaints higher than the industry average (0.08 complaints per 1,000 customers).

BT Vision was the most complained about pay TV service, receiving 0.25 complaints per 1,000 customers, due to problems with service provision and complaints handling.

Earlier this month, Ed Richards, chief executive of Ofcom, called on providers to make it easier for people to switch and "remove the inconvenience, delays and uncertainly that currently can be devil consumers when trying to change their provider".  

While these issues have clearly yet to be resolved, in the home phone market at least the number of complaints has fallen, with 0.16 complaints per 1,000 customers between April and June, compared to 0.19 in the first three months of 2013.  

Claudio Pollack, director of Ofcom's consumer group, said: "It's encouraging to see the biggest reduction in complaints [across all telecoms] for a year and we hope these figures will incentivise providers to further improve their performance.

"We're committed to giving consumers valuable information to help them choose a provider that best suits their needs. Consumer complaints also help us to identify where enforcement action is needed and ensure that providers comply with our rules."

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