TalkTalk has received the most complaints about its broadband and landline service, according to the latest complaints league table published by the communications regulator.
The company topped Ofcom’s list of most complained-about broadband and landline providers between October and December 2017, with 31 complaints per 100,000 broadband customers and 23 per 100,000 landline customers.
This compares with 30 complaints per 100,000 broadband customers and 21 complaints per 100,000 landline customers in the previous quarterly report between July and September 2017.
Ofcom says that complaints against TalkTalk were mainly for faults and other service problems.
A spokesperson for TalkTalk told Moneywise: “We always strive to provide the best possible experience and are disappointed by these results. Ofcom’s historical data reflects a short period last year which coincided with the closure of our contact centre in India.
"The move was part of a major investment to improve our services but caused some temporary disruption for customers. We continue to roll out service improvements, including new online tools to help customers resolve issues more quickly and conveniently.”
For landline complaints, TalkTalk was closely followed by Plusnet and the Post Office, both on 21 complaints per 100,000 landline customers. Sky received the least complaint – at just six.
For broadband complaints, Plusnet and BT were the next most complained-about companies, each with 27 complaints per 100,000 customers. Sky had the least complaints, with just seven complaints per 100,000 from its broadband customers.
Mobile services: BT and Vodafone suffered the highest complaint level of complaints for mobile services – at 11 per 100,000 customers. Complaints for both providers mainly related to handling, billing, prices and charges. Meanwhile, Tesco was the least-complained-about mobile provider, receiving just one complaint.
Pay TV: BT received the most complaints about Pay TV, with 18 complaints per 100,000 customers, compared with 10 for TalkTalk and nine for Virgin. Sky had the fewest Pay TV complaints at just two per 100,000 customers.
Jane Rumble, Ofcom’s director of consumer policy, comments: “These figures give people the information they need to shop around and compare providers’ performance.
“The scorecards also motivate companies to improve their performance, and we want to see them follow through on their promises to give customers better service.”
Home broadband complaints per 100,000 customers:
Home telephone complaints per 100,000 customers:
Pay monthly' mobile telephony complaints per 100,000 customers:
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Pay TV complaints per 100,000 customers:
Source: Ofcom, April 2018