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UPDATE EE UK Overtakes TalkTalk as Broadband ISP with Most Complaints

Tuesday, Dec 18th, 2012 (10:36 am) - Score 2,346

Ofcom has today published its latest Q3-2012 customer complaints report for the UK’s largest fixed line broadband and phone providers (i.e. those with a market share of +4%). Happily TalkTalk continued to see fewer complaints but Orange UK’s service, which is now rebranded under EE, has seen consumer anger skyrocket.

The data shows that Orange UK (EE) received an average of 0.50 complaints per 1000 customers for their fixed line broadband service in Q3, which is up sharply from 0.29 in Q2-2012. At the same time TalkTalk has seen its complaint levels fall from 0.42 in Q2 to just 0.35 now, which places them almost neck and neck with BT Retail.

TalkTalks Spokesperson told ISPreview.co.uk:

We’ve made significant improvements across the business this year and we’re pleased this is reflected in the Ofcom data. Complaints about landline services are 50% down year-on-year with broadband complaints down 36% in that period. We’ve invested in our online customer support – which now accounts for over 70% of customer contacts ­and offer more support when people move home.

When issues do arise we increasingly fix them first time. We will continue to look for ways to better serve our customers while continuing to provide the great value we’re known for.”

By comparison both Sky Broadband and Virgin Media continued to hold a considerably lower level of complaints than all of their main rivals in the fixed line broadband market.

fixed_line_broadband_complaints_q3_2012

Sadly TalkTalk continues to dominate the complaints for fixed line phone services, although there has been a clear improvement.

fixed_line_phone_complaints_q3_2012

Complaints statistics for mobile operators and pay tv providers can be found below.

mobile_complaints_q3_2012
pay_tv_complaints_q3_2012

As usual this data is only useful for checking against the largest providers, which leaves consumers uncertain about the performance of several hundred smaller firms. Sadly the sample sizes often just aren’t big enough for those to be included.

UPDATE 12:12pm

Added a comment from TalkTalk.

Mark-Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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