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Broadband complaints fall, but Orange customers still bitter

broadband cable in a knot

By Michael Passingham

Posted on 2 Apr 2013 at 17:57

The number of complaints about broadband providers fell in the last quarter of 2012, according to Ofcom - but Orange is still paying the price for changing its free broadband offer last year.

Orange leads the broadband - and also mobile - complaints charts, with 0.68 of every 1,000 customers choosing to escalate their complaint to Ofcom.

This figure is well above the number of complaints received by TalkTalk, which until last year was normally the most-complained about ISP, according to data published by the regulator.

Like last quarter, Ofcom placed Orange’s woes firmly at the door of last summer's contractual changes, when the firm changed its free broadband offer.

While customers are still offered free broadband, they need to take out line rental with Orange to get it. Orange has offered to cover the cost of switching to make it up to customers.

BT’s complaints numbers stayed above the industry average, alongside Orange and TalkTalk. Sky and Virgin Media received the least complaints, and also managed to stay below the industry average.

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