• Text size      
  • Send this article to a friend
  • Print this article

More complain about BT internet service

BT generated the most complaints among broadband providers for the first time and Orange the most for pay-monthly mobiles, according to the latest Ofcom figures.

Overall, the total volume of telecoms and pay TV complaints decreased between October and December.

Complaints were lower quarter on quarter across landline telephone, broadband, pay monthly mobile and pay TV services, while complaints in the mobile pay-as-you-go sector were consistent with levels in the third quarter of 2013.

Ofcom's twelfth quarterly report aims to provide information for consumers and incentivise providers to improve their performance.

BT generated the most complaints for broadband at 0.32 per 1000 customers, primarily driven by service faults and issues with how complaints were handled, Ofcom said.

EE was the second most complained-about broadband provider, generating above industry average complaints at 0.29 per 1000 subscribers, while TalkTalk also generated complaints above the industry average, at 0.21 for every 1000 customers.

Virgin Media's service attracted the fewest complaints at 0.07 per 1000 customers.

BT's managing director of customer service, Libby Barr 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."

Contextual targeting label: 
Arts and Entertainment

Commenting & Moderation

We moderate all comments on HeraldScotland on either a pre-moderated or post-moderated basis.
If you're a relatively new user then your comments will be reviewed before publication and if we know you well and trust you then your comments will be subject to moderation only if other users or the moderators believe you've broken the rules

Moderation is undertaken full-time 9am-6pm on weekdays, and on a part-time basis outwith those hours. Please be patient if your posts are not approved instantly.