BT has for the first time topped the complaints chart for broadband services in a report compiled by Ofcom, and it will have been a double blow for them as their big rivals Virgin Media received the fewest complaints.
Ofcom are the communications regulator and they report down all the complaints that they receive for broadband, telephone, mobile phones and pay TV. It was the first time that BT has been the most complained about broadband provider as a proportion of their customer base and it was the twelfth quarterly report produced by Ofcom.
BT received an average of 0.32 complaints per 1,000 (or 32 complaints per 100,000 customers) during Q4 2013 followed by EE with 0.29 and then TalkTalk with 0.21. The industry average was 0.17 and there was only Sky (0.08) and Virgin Media (0.07) who were below the industry average.
BT’s complains in general related to service faults and the way that complaints were handled.
The positive side to this is that this figure is down from Q3 2013 when they received 0.41 complaints per 1000.
Previous to Q4 2013 it was EE who had topped the charts for the previous 5 quarters with 0.45 per 1,000 in Q3 2013 and so again the positive side to this is that this meant that they had improved by reducing their complaints down to 0.29 per 1,000 in the 3 months that followed.
What should be noted is that only the big broadband providers who have a market share of 4% or above and receive more than 30 complaints a month are included so just because some of the smaller ISPs are not included in the report does not necessarily mean they don’t get complained about very much.
Virgin Media will have been pleased to continue their usual good record of very few complaints, even more so they will be enjoying the fact that BT Broadband, their big rival in the fibre broadband sector were the most complained about, how long before we see this as another marketing stick being used by Virgin to beat BT with.