BT clocks in highest number of pay-TV complaints over Q3

Pay-TV complaints per 100,000 customers

Pay-TV complaints per 100,000 customers

The total volume of telecoms and pay-TV complaints made to UK regulator Ofcom increased between Q2 and Q3 2015, according to new published data on the volume of consumer complaints.

Overall, BT became the most complained about pay-TV provider in Q3 2015. Complaints volume increased significantly to 25 per 100,000 customers, compared to 11 per 100,000 in Q2 2015.

The main reasons for BT complaints were fault, service and provision issues (31%); complaints handling (25%); and issues relating to billing, pricing and charges (22%).

The complaint volume for TalkTalk (14 per 100,000 customers) remained in line with the previous quarter. Virgin Media’s total complaint volume remained unchanged at (5 per 100,000 customers), the same as the industry average.

The only provider to generate fewer complaints than the industry average was Sky (2 per 100,000 customers), which remained the best-performing pay TV provider.


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