The latest Ofcom report reveals TalkTalk as the most complained-about broadband provider, highlighting ongoing challenges within the sector. While there's been a slight decrease in overall complaints, issues with service faults and complaints handling remain major concerns.
NOW Broadband, part of the Sky Group, reported 12 complaints per 100,000 customers, placing it joint fifth on the list. Other providers ranked higher, with 13 complaints per 100,000 customers, while TalkTalk topped the chart as the most complained-about broadband provider, with 14 complaints per 100,000 customers. A TalkTalk spokesman said, 'We have always been committed to delivering the best possible service for our customers.
While this number represents a very small proportion of our total customer base, we are disappointed, and determined to improve on it.' \An Ofcom spokesman said, 'It's positive to see a slight fall in complaints for this quarter, and we’re keen to see further reductions in the future. However, we can see that the main causes of complaints for this quarter were complaints handling, and faults with services or getting customers connected. These are fundamental aspects of customer service, and we would expect providers to be handling them better in order to minimise customer dissatisfaction and complaints. \ Ofcom also published its rankings of the best and worst telecom firms for complaints related to mobile, landline, and pay-TV services. Commenting on Sky's performance, Chief Operating Officer Devesh Raj said, 'Sky has received the fewest complaints in total to Ofcom across all categories out of all providers. For landline services, EE, NOW Broadband, and TalkTalk attracted the highest numbers of complaints, with TalkTalk seeing an increase compared to the previous quarter. By contrast, Utility Warehouse emerged as the least complained-about landline provider. On a more positive note for TalkTalk, its pay-TV service was among the least complained-about, tying with Sky, while EE and Virgin Media received the highest number of complaints in this category. \Chief Executive Lutz Schuler addressed the issue, noting that 92% of complaints to the company over the past three months were resolved within 24 hours. Mr. Schuler wrote, 'Complaints data published by the regulator Ofcom over recent months and years, and indeed our own data, has shown that some customers don't always get the fast and efficient support they expect. He added, 'There isn't a simple overnight fix. It will take time to get to where we want to be, and there may be bumps on the road, but we’re already seeing some real tangible progress.'
Broadband Complaints Ofcom Talktalk Sky Customer Service Telecommunications
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