Sky come out best in new Ofcom pay-TV complaints figures

Ofcom today published the volumes of complaints made to Ofcom against the major providers of telecoms and pay TV services between October and December 2013.

Overall, the total volume of telecoms and pay TV complaints decreased in Q4 2013. Complaints were lower quarter on quarter across landline telephone, broadband, pay monthly mobile and pay TV services. Complaints in the mobile pay-as-you-go sector were consistent with levels in Q3 2013.

From October to December 2013, Ofcom received the most complaints about BT TV at 0.31 complaints per 1,000 subscribers.  Although volumes had notably decreased compared to the previous quarter, they remained well above the industry average. Complaints mainly related to service faults and billing.

Having met the threshold for inclusion, TalkTalk pay TV complaints have been reported for the first time. In Q4 2013, TalkTalk generated pay TV complaints in excess of the industry average at 0.19 per 1,000 subscribers.

The relative positions of Virgin Media and Sky remained the same as for the previous quarter. Sky retained its position as the provider generating the fewest number of complaints – 0.02 per 1,000 customers.

This is Ofcom’s twelfth quarterly report, which aims to provide useful information for consumers and incentivise operators to improve their performance.


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