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BT tops broadband complaints list

Written by: Paloma Kubiak
BT has topped the list of the most complained about broadband and pay TV providers, while Vodafone received the highest number of mobile gripes.

The communications regulator, Ofcom, has published data on the number of complaints it received against the major telecoms and pay TV providers.

The latest statistics cover the three months to June 2016.

Complaints about landline, broadband, and pay monthly mobile services have reduced from the previous quarter.

Here are the complaint statistics per 100,000 customers:


  • BT – 26
  • Plusnet – 23
  • EE – 21
  • TalkTalk – 21
  • Plusnet- 27

The industry average is 15 and both Virgin Media and Sky fell below this level with seven and five complaints per 100,000 customers.


  • TalkTalk – 18
  • Plusnet – 18
  • Post Office – 17
  • EE – 16
  • BT – 15

The industry average is 11 and both Virgin Media and Sky fell below this level with six and five complaints per 100,000 customers.


  • Vodafone – 23
  • Talk Mobile – 8

The industry average is seven and EE, Virgin Mobile, Three, O2 and Tesco fell below this level with between four and one complaints per 100,000 customers.

Pay TV

  • BT – 16
  • Talk Mobile – 7
  • Virgin Media – 5

The industry average is four and Sky received just one complaint per 100,000 customers.

Lindsey Fussell, director of Ofcom’s consumer group, said: “We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers.

“Consumers have a right to expect good service and will rightfully complain when that standard isn’t met. If companies do fall short, we will step in and investigate, which can lead to significant fines.”

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