TalkTalk, 3 Tops 'Most Complained About' List
Ofcom has released complaints figures for telecoms companies based on the 450 complaints it received each day between October 2010 and February 2011. These complaints came from customers unhappy with mis-selling, billing, customer service and more.
So which providers are customers complaining about the most? Topping the list as the most complained about fixed-line provider is TalkTalk, with 1.78 customers per thousand phoning the regulator to complain. Though TalkTalk was the leader by a long shot, other providers received complaints, too. Falling in at number two was BSkyB, with 0.41 customers per thousand filing complains. BT and Virgin Media came in third and fourth with 0.37 and 0.21 customers per thousand, respectively.
TalkTalk’s broadband customers appear to be the most unhappy, too, as the company also leads that particular table with 1.27 customers per thousand. Second place was nabbed by BT Retail with 0.61 per thousand lodging complaints. Third and fourth place were occupied by BSkyB (0.39 per thousand) and Virgin Media (0.20).
As far as mobile telephony is concerned, Ofcom says that, overall, complaints in that industry are much lower than the number of fixed-line or broadband complaints. Still, mapping out the complaints puts 3UK at the top, with 0.15 customers per thousand registering their dissatisfaction. T-Mobile came in second with 0.13 per thousand, and Orange came in third with 0.10 per thousand. Fourth and fifth place were taken by Vodafone and O2. These companies garnered 0.09 and 0.04 complaints per customer, respectively.
It’s important to remember that though Ofcom’s data is based on real complaints from genuine customers, the figures can only take into account those who actually bothered to pick up the phone and call. So while TalkTalk topped two of the lists, its service may not actually be the worst -- its customers could just be the most vocal about their dissatisfaction. Similarly, 3UK might not actually be the worst mobile phone provider.
For its part, TalkTalk said Thursday it recognized that not all customers received the service they deserved as the company moved former Tiscali users to its network and a new billing platform. According to ZDNet, the company said it was working “tirelessly to improve” its service.
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I'm surprised that Virgin Media managed to do so well in the broadband department. From the moment I entered in o an agreement with them, the connection was unusable at the only times of the day I could use it (minus weekends).
Not only that, but they misrepresented how much it cost to leave them, so I ended up with a far larger bill than I was told I would, and not only that but one of the charges they said they would drop, they didn't, and despite three times being told it is sorted, it got to the point where I almost had debt collectors at my house. Totally ****ing unbelievable.
At least I am one of the ones who bothered to complain to Ofcom.
3UK staff gave me a premium rate number to ring to set up my mobile broadband instead of the cheaper normal number letting me think it was a better number. Stopped it pretty quickly.
Been through very similar to you Skiddywinks, i left Virgin as they kept demanding payments even though they had already collected via direct debit. I was eventually told it was sorted on more than 3 occasions with customer support, but in the end I left with them still OWING me over £350. Their line was they do not have a refund facility, so it would be credited to my account instead, which was never done.
I had to go back to the devil (BT) and Sky, BT tried ripping the piss too and were told to bolt, taking quarterly estimates in ADVANCE, and charging for a line install when there was no line install, the engineer and his superior all backed me on this with BT who eventually gave me £80 of the £126 charge for installation back out of "goodwill" it was the end for them, I left and have had nothing to do with them since. Sky change their pricing when it suits them without warning, or even the mandatory 14 days written notice of monthly debit charge increases. But I will put up with Sky as you get the full package for a decent price and do not have to suffer less channels for 1.5 times the price from virgin. Virgin only do one thing competently, that is broadband, but even the latest 50 - 100mb packages get capped when it suits them, especially on all p2p and usenet ports. It is possible to see a 100mb connection top out at 80kbps when it suits them.
It is difficult to get a decent entertainment and communications package in the UK, compromise would be to cherry pick from each, but that only leads to confusion and even more cost. Lucky us...
TBH I'm with Virgin and never had a problem. Cost is steady, they sorted it out as soon as we wanted it, and it's more-or-less at the rated speed.
Obviously though, I've yet to leave them...
im 1 of those who had to move from tiscali to talk talk. straight away i noticed problems but they have gone down quite alot. its actually increased my download speeds though.