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Ofcom updates telecoms complaint data for major providers
Thursday 22 March 2012 13:53:38 by Andrew Ferguson

Ofcom has issued its quarterly update on the level of complaints it receives about telephone and broadband services. As with previous updates the data only covers providers with more than a 4% share of the market, who also had more than 30 complaints registered in the course of a month. Ofcom receives some 300 complaints every day, though while it logs them it does not act upon any individual complaints.

TalkTalk has reigned supreme as having the most complaints per 1000 customers for a long time, apart from a short period in July 2011. The graph below gives an idea of the general trends over time, which seems to be complaints for the other four providers are slowly climbing, while TalkTalk is improving.

Ofcom data on broadband complaints
Click image for larger version

While there is no doubt that there are lots of complaints from customers of the TalkTalk group, the vast majority appear to originate with Tiscali or one of the many providers they hoovered up over the years, Ofcom says that TalkTalk complaints focus on connection issues and other service issues.

It is disappointing that Ofcom has still not published any data for the other 10 to 11% of the broadband market that is not covered by this data. It may be that the complaints levels are so low they fail on the 30 a month criteria, at present we simply do not know.

Comments

Posted by strzelecki over 2 years ago
'disappointingppointing' interesting word:) Will be interesting to see if this alters when the new ASA speed marketing rules come into play.
Posted by andrew (Favicon staff member) over 2 years ago
Language is always changing, just I am ahead of the curve a lot of the time.

On the ASA rules, I presume you mean the BCAP 10%, and I think most stuff has been compliant for sometime.

Expect to see a lot of smaller providers get caught out with web based banners.

Particularly resellers, where the tech side of things is not their strong point.
Posted by Joppy over 2 years ago
It is a shame they do not break the information down per area of the country so customers could see which isp performs badly where they live. The type of complaint would also have to be factored in.

As it stands, broadband customers can not make good use of the information published.

Posted by pavvyben over 2 years ago
I'm pretty sure Virgin Media would surpass Talk Talk in terms of complaints. They're not even in any hurry to fix customers problems either!

VM are by far the worst company you could ever have the misfortune to deal with.
Posted by Joppy over 2 years ago
From speaking to friends and family who have different isps, it certainly does seem VM are the worse. But once again, this is limited to the area +/- 20 miles from me.

I do wonder if Talktalk gets more complaints as they often have older money-saving type of customers, who are more likely to go through the effort of complaining to ofcom.
Posted by JonasT over 2 years ago
Yeah, as pavvyben says, im sure VM should be getting more complaints than they are shown to be up there, ive seen 100s of thousands of complaints on their forums about lack of care for customers, and i for 1 am 1 of those disgruntled customers.
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