Feeds

TalkTalk claims wooden spoon for highest level of broadband gripes

Three UK scores most complaints to watchdog in mobile market

The smart choice: opportunity from uncertainty

Communications watchdog Ofcom placed TalkTalk at the the top of the list of companies it had received complaints about from UK broadband and landline customers between October 2010 and February this year.

It said TalkTalk had notched up 1.78 gripes per 1,000 of its landline customers during that period.

"Ofcom saw a peak in complaints about TalkTalk Group in November 2010, following its investigation into the company for incorrectly billing consumers for cancelled services," said the regulator.

Virgin Media fared much better in the report, with the least number (0.21 grumbles per 1,000 customers) of complaints about its landline service.

It said 0.37 per 1,000 BT Retail customers had grumbled to Ofcom, compared with gripes of 0.42 per 1,000 BSkyB punters.

To further stick the boot in, TalkTalk unceremoniously scored highest in the fixed broadband category too.

Ofcom said 1.27 per 1,000 TalkTalk customers lodged complaints with the watchdog about the telco's broadband service between October last year and February 2011.

Many of those gripes also peaked in November due to the aforementioned TalkTalk billing debacle.

Virgin Media again claimed the bottom spot in that market, with just 0.20 complaints per 1,000 of the cable company's customers.

Of every 1,000 BT Retail broadband customers, 0.61 of them complained to Ofcom. The regulator also said that 0.39 per 1,000 BSkyB customers contacted the regulator to moan about that service.

In the UK mobile market, Three UK came out as the phone operator with the biggest number of complaints received by Ofcom between October 2010 and February this year.

It notched up 0.15 gripes per 1,000 customers, with T-Mobile just scraping in behind Three UK with 0.13 complaints per 1,000 punters lodged with Ofcom.

Orange, Vodafone and O2 complaints all came in under 0.10 per 1,000 customers, the regulator found.

Notably, Ofcom received far fewer complaints from mobile phone users compared with landline and fixed broadband customers.

The name-and-shame exercise aimed at telcos with 5 per cent or more market share is a new approach from the communications watchdog, which fields about 450 telecoms complaints a day from UK customers.

"This is the first of what we intend to develop into a series of quarterly complaints publications. The initial data is relatively limited in scope and we propose to develop the approach over time. This will enable us to publish more detailed data and data for a larger number of providers in due course," said Ofcom.

So, while Virgin Media's flacks may be celebrating today's Ofcom report (PDF) by cracking open an Easter egg or two, the story could be quite different in the next quarter given all the brouhaha Vulture Central has fielded about the company's Superhub modem/router box in recent months. ®

Eight steps to building an HP BladeSystem

More from The Register

next story
Auntie remains MYSTIFIED by that weekend BBC iPlayer and website outage
Still doing 'forensics' on the caching layer – Beeb digi wonk
Major problems beset UK ISP filth filters: But it's OK, nobody uses them
It's almost as though pr0n was actually rather popular
Microsoft unsheathes cheap Android-killer: Behold, the Lumia 530
Say it with us: I'm King of the Landfill-ill-ill-ill
All those new '5G standards'? Here's the science they rely on
Radio professor tells us how wireless will get faster in the real world
Apple orders huge MOUNTAIN of 80 MILLION 'Air' iPhone 6s
Bigger, harder trouser bulges foretold for fanbois
Yorkshire cops fail to grasp principle behind BT Fon Wi-Fi network
'Prevent people that are passing by to hook up to your network', pleads plod
US freemium mobile network eyes up Europe
FreedomPop touts 'free' calls, texts and data
Oh girl, you jus' didn't: Level 3 slaps Verizon in Netflix throttle blowup
Just hook us up to more 10Gbps ports, backbone biz yells in tit-for-tat spat
prev story

Whitepapers

Top three mobile application threats
Prevent sensitive data leakage over insecure channels or stolen mobile devices.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Top 8 considerations to enable and simplify mobility
In this whitepaper learn how to successfully add mobile capabilities simply and cost effectively.
Application security programs and practises
Follow a few strategies and your organization can gain the full benefits of open source and the cloud without compromising the security of your applications.
The Essential Guide to IT Transformation
ServiceNow discusses three IT transformations that can help CIO's automate IT services to transform IT and the enterprise.