This is Ofcom's twelfth quarterly report, which aims to provide useful information for consumers and incentivise operators to improve their performance. For the first time, complaints made against TalkTalk's pay TV service in Q4 2013 are reported, as the threshold for including them has been met.
In the landline telephone market, TalkTalk generated the most complaints during the final quarter of 2013, with 0.27 complaints per 1,000 customers. However, its complaints have continued to decrease quarter on quarter and are now at their lowest levels since Ofcom first began publishing complaints. BT also generated complaints above the industry average at 0.20 per 1,000 customers in Q4 2013. Virgin Media had the fewest number of complaints about its landline service, at 0.06 complaints per 1,000 customers. For the first time, BT generated the most complaints for broadband as a proportion of its customer base a€“ 0.32 per 1,000 customers during Q4 2013.
EE was the second most complained about broadband provider, generating above industry average complaints at 0.29 per 1,000 subscribers.


Ofcom received the most complaints about pay-monthly mobile telephone services from Orange customers during Q4 2013.
Orange generated above average complaints at 0.12 per 1,000 customers, largely driven by issues related to billing and complaints handling. Having met the threshold for inclusion, TalkTalk pay TV complaints have been reported for the first time. The relative positions of Virgin Media and Sky remained the same as for the previous quarter. Complaints were lower quarter on quarter across landline telephone, broadband, pay monthly mobile and pay TV services. Complaints were primarily driven by service faults and issues with how complaints were handled. TalkTalk also generated complaints above the industry average, at 0.21 for every 1,000 customers. Complaints against Three are now at their lowest level since Ofcom began publishing complaints data (0.033 per 1,000 customers).


In Q4 2013, TalkTalk generated pay TV complaints in excess of the industry average at 0.19 per 1,000 subscribers. Sky retained its position as the provider generating the fewest number of complaints a€“ 0.02 per 1,000 customers. If you continue without changing your browser settings, we'll assume that you are agreeing to our use of cookies. O2 retained its position as the provider generating fewest complaints (0.029 per thousand customers).



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