TalkTalk wins 'most complained about' accolade, again

TalkTalk has again been labelled the most complained internet service provider in an Ofcom survey.

The data, compiled by Ofcom, looks at phone, broadband and pay TV complaints for each quarter.  For fixed broadband service complaints TalkTalk was ranked highest, with 0.42 complaints per 1,000 customers over its services. Most of these complaints were regarding line faults or other service problems, Ofcom said.  

Although TalkTalk complaints were down from the previous quarter, which reached 0.56 per 1,000, the figure is almost double the national average of 0.24, and ahead of BT Retail with 0.31 per 1,000 customers. Sky Broadband has the fewest complaints, at 0.10 per 1,000.

Talk Talk also received more than double the national average number of complaints for its phone services, 0.53 per 1,000, compared to the average of 0.24, and second placed BT with 0.19.

It is not the first time that Talk Talk has been shown up by Ofcom.  Last year’s results were even worse, and the company has also been on the receiving end of a hefty fine from the watchdog for misleading customers.

However, Talk Talk promises that it is working to ensure its service improves, making headway in reducing the number of complaints.

“TalkTalk received its lowest ever number of complaints about landline and broadband services,” Talk Talk said in a statement to TechEye. “There were 35 percent fewer landline complaints compared with the same quarter last year, while broadband complaints fell 28 percent.”  

“We recognise that there is still work to do and we are continually pushing through improvements.

“Technical faults are fixed faster, more support is being offered when customers move house, and our online support system, which now accounts for 70 percent of customer contacts, is being further enhanced. We’ll strive to continually offer great value to our five million customers.”