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Latest Ofcom complaints figures slam Vodafone and TalkTalk

OFCOM HAS released its latest quarterly stats of moans and groans in the telecoms industry, since its recent near-hack, reporting an average 90 percent overall satisfaction for everything digital. 

For fixed line telecoms, TalkTalk scored 30 complaints for every 100,000 customers, putting it top of the list where it has been for some time. EE is second at 25, jointly with Plusnet which is usually seen as a bastion of good service. The fewest complaints were about Sky and Virgin.

The same faces dominate fixed line broadband, but this time it’s EE with 34, followed by Plusnet and TalkTalk. Again Virgin and Sky fly the flag for the fewest complaints. TalkTalk will be secretly quite pleased at getting third place, given all its hacking hassles in the past year. 

Three is the least complained about telecoms provider for the ninth quarter in a row, equal with O2 but slightly behind virtual network Tesco which had the fewest overall.

Vodafone was far and away the most complained about, scoring 32, followed by Talk Mobile, now a full subsidiary of Vodafone, at just nine. Other companies ranged from seven to one.

This means that Vodafone has a serious problem with its network, complaints handling or public perception, and perhaps even a mixture of all three.

A Vodafone spokesperson explained that the drop in service had come about as the result of a shift in billing systems.

“We would like to apologise to any customer who has had an issue with our service. The points highlighted in this report largely relate to a major programme we undertook last year to transfer customers onto a new billing system,” they said.

“Unfortunately, there were some problems during the highly complex migration. Now that the migration exercise is essentially complete, we will start to deliver a step change in customer experience.”

Three CEO Dave Dyson said: “We are proud to be the joint leader on this important measure. Keeping our customers happy is important to me and when there are issues our goal is to deal with them as quickly and effectively as possible.

“We will continue to work hard to ensure our customers get the best possible customer experience on Three.”

Pay TV services had the lowest complaint rate. BT, which runs its version of the YouView service under the BT TV banner, tops the list with 15, followed closely by TalkTalk with 14. Sky fared best with just one complaint per 100,000 customers. µ

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