Ofcom: TalkTalk "most complained about ISP"

broadband

Orange incurs mobile user wrath after price hike

TalkTalk has again attracted the most complaints of any ISP, for the fifth quarter in a row, Ofcom has said.

In the last three months of 2011, the ISP saw 0.61 complaints per 1,000 customers, while BT saw 0.5 complaints per 1,000 customers, with Orange recording 0.48 unhappy users per 1,000.

According to Ofcom, TalkTalk’s customer criticism “was largely driven by line faults and other service issues”.

The figures showed the least complained about ISPs were Sky and Virgin, with 0.17 and 0.18 complaints per 1,000 customers respectively.

The significant increase in complaints against Orange was driven by their announcement to increase their monthly plan prices for all customers including those who were tied into existing contracts

TalkTalk has at least recovered from its Q1 2011 high of 0.81 complaints per 1,000 customers and said it believed the trend was improving.

"While there will always be variations in the quarterly data, we are confident that the longterm trend is positive - fewer complaints, more calls being resolved first time and improving customer service," the company said in a statement.

"There is more work to do, but we are confident that the measures we've put in place are paying dividends.”

It was, however, also by far the most complained about landline operator (0.78 complaints per 1,000) with more than four times the number of unhappy customers than best-ranked Virgin.

Mobile providers

Mobile providers received far fewer negative comments from users, Ofcom said, but top offender Orange was hit by a huge spike in complaints following an in-contract price hike. The carrier saw the number of critics swell from 0.07 customers per 1,000 to 0.17.

“The significant increase in complaints against Orange was driven by their announcement to increase their monthly plan prices for all customers including those who were tied into existing contracts,” Ofcom said.

The regulator said it received the second most complaints about mobile services from 3 UK, driven by complaints about disputed charges and customer services.

O2 recorded the fewest complaints, with only 0.02 complaints per 1,000 subscribers, Ofcom said.

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