Ofcom Releases Network Complaints Charts – Not Good for Three and TalkTalk

This is the kind of thing that phone and broadband service providers dread. Ofcom has revealed which companies have been winding you up and generally not delivering the level of service that they promise when vying for your cash.

Ofcom has put its graph-monkeys to work in order to display a comparison of complaints that the coms regulator has received from customers of the main mobile networks and Internet Service Providers (ISPs). The result of which is an at-a-glance picture of who’s giving the best over all service and who really don’t seem to care once they have you signed up to a contract.

To make this all fair Ofcom has totted up the complaints made between October 2010 and February 2011 and then evened it all out by working out the number of complaints per 1,000 customers.

In the main picture above (as with all – click once to see it on its own page and then click it again to enlarge) you can see that O2 scores the best in the mobile networks’ graph as it only received 0.04 complaints per 1,000 customers.

Orange, T-Mobile and Vodafone copped for more than twice O2’s grumbles whilst Three appears to have been really winding its customers who vented to the tune of 0.15 complaints per 1,000 customers. This amazed me as I know that Three has been working really hard over the last couple of years to improve its service.

For landlines (some of you will remember these – they’re like mobile phones but attached to where you live) and broadband Virgin Media is the smug one in both graphs. BSkyB, BT Retail, and TalkTalk having to watch how it’s done.

BT did better with its landline customers than its broadband users receiving around half the amount of complaints for its home phone service.

TalkTalk, on the other hand, didn’t do so well as it received 1.78 rants per 1,000 landline customers. Complaints spiked in November 2010 when Ofcom investigated TalkTalk for billing people who’d cancelled their service. That huge TalkTalk tower in both graphs doesn’t look too good does it? Oooopsy daisy TalkTalk!

Ofcom gets around 450 telecoms complaints per day regarding the whole range of issues – from misselling and billing errors to outages and customer-service problems. If you want to see the report in its entirety you can just click here and be whisked over to the grumble zone 🙂

I’m happy that my mobile service is with O2 and my broadband and landline are with Virgin. When I’ve had reason to contact Virgin with a problem it has usually been rectified within the next 24 hours – those issues have generally been with the TV service to be honest.

Who are you with and what have your problems been?

Are you with one of those that didn’t do too well but you’ve had no problems?

Let me know 🙂

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