Orange tops Ofcom's broadband complaints list
By Stewart Mitchell
Posted on 18 Dec 2012 at 11:54
Orange has paid the price for withdrawing a free broadband offer for mobile users by soaring to the top of Ofcom's ISP complaints figures.
Orange had been offering free home broadband for mobile customers, but pulled the deal at the end of the summer.
According to a spokesperson at Ofcom, "the spike in complaints came at around the same time as the company withdrew its free broadband offer, which reflects how customers felt about the changes".
Although customers could still get free broadband, they had to take line rental from the company as well. The company has offered to cover the costs of switching rental providers in response to customer criticism.
According to the Ofcom figures, Orange had a customer complaint rate of 0.5 complaints per 1,000 customers - a significant increase from 0.29 three months earlier.
Orange's woes were good news for TalkTalk, which fell off the top of the complaints list for the first time in two years. The company was still the second most complained about ISP, with 0.35 per 1,000 customers, down from 0.42 complaints in the three months to August.
Although the overall number of complaints across all ISPs remained steady, BT saw an increase in customers disgruntled enough to contact Ofcom and was above the industry average of 0.24 complaints per 1,000, with 0.34 angry customers per 1,000.
The two companies with the lowest number of complaints were Sky and Virgin Media, with only 0.09 and 0.12 complains per 1,000 users respectively.
Lack of free broadband... Ahhh how wrong they are. I've been with Orange for about 3 years as they were the only independent except talk talk in my local exchange. The service was fine until a year ago... what happened? They went back to BT's network and I've had numerous problems since...
By readerd on 18 Dec 2012
- Flickr redesign: is it enough to tempt photographers back?
- Hands on with the new Google Maps
- Nokia Lumia 925 review: first look
- Why I won't subscribe to Creative Cloud
- GoPro camera strapped to a remote-control helicopter: the ultimate boy's toy
- Acer Iconia A1 review: first look
- Acer Aspire P3 review: first look
- Acer Aspire R7 review: first look
- How we produce the PC Pro podcast
- Google Now draining iPhone battery
- ZoneAlarm Internet Security Suite
- Webroot Internet Security Essentials
- Trend Micro Internet Security
- PC Tools Internet Security 2009
- Panda Internet Security 2009
- Norton Internet Security 2009
- Kaspersky Internet Security 2009
- F-Secure Internet Security 2009
- AVG Internet Security 8
- BullGuard Internet Security 8.5