The media and telecoms watchdog received 13 pay TV-related complaints per 100,000 subscribers about BT, an improvement on the first quarter number of 19.
The other main pay TV provider retained their existing order for number of complaints. Virgin Media came second with eight complaints per 100,000 customers in Q2, followed by TalkTalk with six. Despite being the largest pay TV supplier, Sky had fewest complaints with only one per 100,000, below the industry average of four complaints per 100,000 customers.
BT also topped the complaints list for fixed broadband, with 28 complaints per 100,000 customers, again an improvement on Q1, when it also had the top spot. TalkTalk came second, followed by Plusnet, EE and Virgin Media. Sky also had the best record in fixed broadband, with only seven complaints per 100,000 subscribers.
The main drivers of complaints about BT’s TV service related to faults, service and provision issues.
The Post Office was the most complained about fixed phone provider, taking the top slot from TalkTalk, which was the second most complained about provider. BT came third ,followed by Virgin Media, EE and Sky.
Vodafone was the most complained about contract mobile provider, followed by BT, TalkTalk and Virgin Mobile.
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19th July 2019