BT tops broadband complaints list for the first time

27 March 2014

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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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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