Sky was the least complained-about pay TV provider in the UK in the first quarter of this year, and BT was the most complained-about, according to the latest figures released by media and telecoms watchdog Ofcom.
According to Ofcom’s statistics, Sky generated two complaints per 100,000 customers in the three months to March, compared with 16 per 100,000 for BT. Virgin Media and TalkTalk generated nine and eight complaints per 100,000 respectively, fewer than BT but above the industry average.
BT’s main complaint driver was complaints handling followed by billing, pricing and charging, and faults, service and provision issues.
Sky also scored best for complaints about its broadband service, generating five complaints per 100,000 subscribers, compared with 29 for TalkTalk – the most complained about.
BT and Plusnet, with 23 and 20 complaints per 100,000, also generated an above industry average number of complaints about broadband. EE and Virgin Media, with 13 and 12 complaints per 100,000 respectively, came in below the industry average.
For TalkTalk, the main complaint driver was faults, service and provision issues, followed by complaints handling, and billing, prices and charges.
Sky also came top of the list for landline telephony, generating five complaints per 100,000 customers, compared with 20 for TalkTalk, the worst offender.
Tesco Mobile was the best-placed provider of pay-monthly mobile services, with only one complaint per 100,000 customers.
DTVE Week in View: Europe’s copyright rules battle.
16th February 2019