In Ofcom’s Telecoms and Pay TV Complaints report for the final three months in 2013 BT has come out as the most complained about broadband ISP in the UK – winning the title that none of its competitors want.
The Ofcom report ranks the five biggest broadband internet providers according to the number of complaints that Ofcom receives about them, which is then adjusted by the amount of customers that each of the ISPs has to make it a fair comparison.
EE is usually found at the top of its list; so its executives will be pleased that BT this time around is the most complained about provider in the report.
“BT is disappointed with the results in broadband and TV, despite the fact that we’ve improved from last quarter,” said Libby Barr, MD of BT customer service. “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."
Ofcom’s report says that they received 32 complaints for every 100,000 BT broadband customers for the end of 2013. These were mostly related to service faults and failed customer service attempts to handle reported issues.
Virgin Media was found to have the lowest amount of complaints for the quarter, with Sky placing second for the fourth quarter running. TalkTalk was the third least complained about provider.