BT Group attracted the highest volume of pay TV-related complaints to media and telecoms regulator Ofcom in the third quarter of this year, with the number of complaints rising from 11 per 100,000 customers in Q2 to 25 per 100,000 customers.
Complaints about BT’s service were related primarily to fault, service and provision issues, accounting for 31% of all complaints, followed by complaints handling, accounting for 25%, and issues relating to billing, pricing and charges, accounting for 22%.
Complaints about TalkTalk’s TV service were in line with the previous quarter, at 14 per 100,000, as were complaints about Virgin Media TV, which were in line with the industry average at five per 100,000.
Top performing Sky was the only pay TV provider to generate fewer complaints than in the second quarter, with two complaints per 100,000 customers.
EE generated the highest volume of complaints about broadband, with 45 complaints per 100,000 customers, followed by Plusnet and BT, which saw the volume of complaints rise significantly. Complaints about TalkTalk’s broadband service also increased. Sky and Virgin Media’s broadband services generated a much smaller number of complaints.
EE and Plusnet were the most complained-about fixed phone providers, while Vodafone was the most complained-about mobile pay monthly phone provider.
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