The number of complaints made against the UK’s major pay-TV and telecoms providers increased in the first quarter.
BT TV received the most complaints at 0.25 per 1,000 subscribers, five times the industry average. The main drivers of its complaints were service faults, complaints handling and billing issues.
TalkTalk also generated above industry average pay TV complaint levels at 0.19 per 1,000 subscribers.
Sky and Virgin Media were below the industry average, with Sky continuing to generate the lowest volume of pay TV complaints – 0.02 for every 1,000 customers.
In broadband EE generated the most complaints as a proportion of its customer base during the first quarter of this year – 0.42 per 1,000 customers.
BT and TalkTalk also received above industry average broadband complaints at 0.33 and 0.24 per 1,000 customers respectively.
Both Sky and Virgin Media generated broadband complaint volumes below the industry average. Virgin Media’s service attracted fewest complaints at 0.07 per 1,000 customers, while Sky generated 0.09 per 1,000 customers.
