TalkTalk Tops Ofcom's Most Complained About ISP List
TalkTalk and 3UK have once again topped the list for most complained about providers in the broadband and mobile phone carrier markets.
Ofcom has released its latest complaints data detailing the most complained about telecoms companies for the period of July to September. The regulator says that for this period, most complaints were about billing and customer service issues.
Ofcom's latest quarterly review of complaints from landline customers has revealed that TalkTalk is the most complained about provider with 0.77 complaints per 1000 customers. These have largely been driven by issues relating to billing and customer service issues and mark a decrease over the last quarter (Q2), when the company was also named 'most complained about' and had 0.80 complaints per 1000 customers. It's the fourth quarter in a row that TalkTalk has come in last place. The least complained about provider over the same period for the fourth quarter in a row was Virgin Media with 0.19 complaints per 1000 customers.
TalkTalk also came in last when it came to broadband. The company, once again, maintained its title of most complained about broadband provider for a fourth quarter running. However, complaints have dropped for two quarters in a row, despite a rise at the beginning of the year. The company this quarter had 0.55 complaints per 1000 customers, which were largely driven by line faults and other service issues. Sky and Virgin shared the title of least complained about broadband provider with 0.19 complaints per 1000 customers.
As far as mobile phone service is concerned, 3UK has emerged as the most complained about provider, again. Ofcom reports that the company received 0.14 complaints per 1000 customers, mostly relating to disputed charges and customer service issues. Similar to TalkTalk, this marks the fourth quarter in a row that 3UK has been afforded the most complained about title in its category. The least complained about carrier was O2 with 0.02 complaints per 1000 customers.
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I don't know what to make of this, to be honest. The worst-case scenario is just over 1 complaint per thousand customers, which seems quite good in such a cut-throat industry. The results also appear to show that Talk Talk is addressing the issues mentioned, hence the decline in complaints.