Broadband complaints: Which provider gets the most?

The most-complained about broadband, landline, TV and mobile services have been revealed. How does your provider compare when it comes to keeping customers happy?

The number of complaints received by the UK's major broadband, phone, mobile and pay TV providers at the end of last year have been revealed.

Overall, the total number of complaints made to UK communications regulator Ofcom between October and December 2012 fell - as they have every quarter since July to September 2011.

Complaints about broadband, landline and pay TV services were all down over the period, but complaints about pay-monthly mobile services were up slightly.

Claudio Pollack, director of Ofcom's Consumer Group, said: "It's encouraging to see a continuing decline in the total volume of complaints and we hope these figures will incentivise providers to further improve their performance.

"We're committed to providing consumers with valuable information to help them choose a provider that best suits their needs."

Broadband complaints

Orange was the most complained-about broadband provider between October and December 2012, receiving the most complaints as a proportion of its broadband customer base.

It received 0.50 complaints per 1,000 customers, up from 0.29 complaints per 1,000 customers between July and September 2012.

According to Ofcom, there was a "significant spike" in complaints in September, when Orange told customers it would withdraw its free broadband unless they switched their landline to Orange.

Sky was the least-complained about broadband provider over the period, attracting just 0.09 complaints per 1,000 customers - 0.15 less than the industry average.

Landline complaints

TalkTalk took the most-complained about landline provider title between October and December 2012, clocking up 0.36 complaints per 1,000 customers.

It has been the most-complained about landline provider since Ofcom first started publishing landline complaints data at the end of 2010.

However, the number of landline complaints TalkTalk has received has fallen every quarter since it received 1.16 complaints per 1,000 customers between October and December 2010.

Virgin Media was the least-complained about landline provider, receiving just 0.11 complaints per 1,000 customers, while Sky received 0.12 per 1,000 - both below the industry average.

Pay TV complaints

The most-complained about pay TV service in the final three months of 2012 was BT's hybrid digital and internet TV service BT Vision, which received 0.24 complaints per 1,000 customers.

BT Vision has been the most-complained about pay TV service since Ofcom began publishing complaints data about pay TV services in the final quarter of 2011.

Complaints about BT Vision had fallen every quarter since then until the final three months of last year, when complaints increased slightly from the 0.23 per 1,000 received between July and September 2012.

Sky's satellite TV service was the least-complained about over the period, as it has been ever since Ofcom began to publish pay TV complaints data.

It received just 0.02 complaints per 1,000 customers - half the industry average and three times less than the second least-complained about pay TV service, Virgin Media TV.

Pay-monthly mobile complaints

Orange has the dubious pleasure of taking a second most-complained about provider between October and December 2012 title, this time for its pay-monthly mobile service.

It received 0.21 complaints per 1,000 customers over the period, up from 0.16 between July and September 2012.

It's only the second time Orange has been the most-complained about pay-monthly mobile provider since Ofcom began publishing complaints data in 2010.

Ofcom believes this can again be attributed to Orange's withdrawal of its free broadband offer, which applied to its mobile customers.

O2 took the least-complained about pay-monthly provider accolade for the eighth quarter on the trot. It received only 0.06 complaints per 1,000 customers, while Virgin Mobile and Vodafone also received fewer complaints than the industry average.

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