BT tops broadband complaints as numbers soar

Wednesday, 29 March, 2017

BT has the highest level of broadband complaints in the country, according to new figures released by Ofcom.

The industry regulator said 33 out of every 100,000 BT customers had complained about their home broadband service.

Two other major providers also owned by BT – Yorkshire-based Plusnet and mobile phone giant EE – fell into the top-four most complained about brands.

The report put out by the regulator covers the period from October to December 2016.

Broadband complaints per 100,000 Ofcom basic table

A contrite BT apologised profusely in the wake of the embarrassing figures.

The multi-billion pound company was recently hit with a record £42 million fine for delays over installing broadband.

In a statement to BroadbandDeals.co.uk, a BT spokesman said: “We apologise to customers we’ve let down. BT cares about the service it gives and we are investing heavily to make improvements.”

BT said it was now better at tracking broadband complaints as it had installed a major software upgrade for its call centre advisors.

“Customers will see an improvement as these initiatives take effect,” said the spokesman.

“We intend to start publishing our key customer service improvements on our website so customers can track the progress for themselves.”

Read more: Ofcom forces BT to drop landline-only prices by £60 a year

The report also reveals some rather interesting facts.

EE began 2014 with a staggering 51 out of ever 100,000 customers making formal complaints about their home broadband.

It rallied to pull that figure down to 21 in 2015 but complaints have been steadily increasing since then.

Sky Broadband scored the best result in the Ofcom list with just eight out of 100,000 customers complaining about their home broadband.

Broadband complaints Ofcom table Mar2017

A jubilant Sky told BroadbandDeals.co.uk: “Sky has generated proportionately fewer Ofcom complaints in broadband, talk and TV than anyone else during the past year, but we always set ourselves higher standards.

“At Sky we are constantly trying to innovate and make things easier for our customers.”

Error: No such provider found

Complaints were up a fraction of a percent from seven in 100,000 in the last Ofcom report.

But the numbers don’t lie: Sky Broadband is well below the industry average when it comes to broadband complaints.

Virgin Media also scored well. 13 out of every 100,000 customers putting in a complaint means the British firm sits second-best in the the table.

Error: No such provider found

Broadband and landline phone services are still generating the highest volume of complaints across the industry, said Ofcom.

BT was recently forced to cut its landline bills by a minimum £5 a month.

And it agreed a March 2017 deal in with the regulator to legally split from its engineering arm Openreach over fears about competition in the sector.

Lindsey Fussell, Ofcom’s Consumer Group Director, said: “Providers must get on and deliver consistently excellent customer service, and we expect this to be their number one priority.

“When companies get things wrong, we won’t hesitate to investigate and potentially levy fines.”

Tom Rodgers author picture

By:

Tom is a tech journalist and former Editor at BroadbandDeals.co.uk.

News What's the story?

Keep up with the latest developments in UK broadband.

TalkTalk offers exclusive £80 reward to new fibre customers

The huge bonus is available to anyone signing up for a 'Faster Fibre' bundle through BroadbandDeals.co.uk

TalkTalk offers exclusive £80 reward to new fibre customers Read more

TikTok ‘gifts’ empty kids piggy banks

Children are most vulnerable to 'influencer' donation pleas

Read more

Netflix ruins 90’s cartoon, enrages internet

The streaming giant came in for criticism for 'straightwashing' Japanese cult classic anime.

Read more

Porn-block pushed back by clerical errors

Further delays to the child-protection measure, with the process mocked as an 'utter shambles'.

Read more

How to watch Wimbledon online for free

How to make sure you don't miss out on the action from your favourite sports stars.

Read more

Fast fines for ISPs could end the “Loyalty Penalty”

But could the proposed measures mean worse deals for those who shop around?

Fast fines for ISPs could end the “Loyalty Penalty” Read more

Boris Johnson mocks full-fibre roll-out plans

The likely next PM boasts plans to beat current targets by 8 years, but is it all just hot air?

Read more

Broadband and phone companies to put Fairness first

Telecoms providers commit to raising standards.

Read more

UK to get legal right to decent and affordable broadband

New legislation will ensure minimum speeds for every UK household.

Read more

GDPR – One year on

The landmark legislation gave people the ‘right to know’ when their data had been hacked.

Read more

Slow broadband is costing us £2.2bn extra a year

Read more

Help Learn with us

Make the most of the internet with our broadband library.

Protecting your small business against cyber attacks

Protecting your small business against cyber attacks Read more

Could 5G end fixed-line home broadband?

Read more

How broadband availability varies across the UK

Read more

Which social media platforms should I be on?

Read more

Will you get online on holiday?

Stay connected during your get-away.

Read more

Make the most of your broadband overnight

Read more

The main causes of slow internet connections

Slow broadband can be more than just an irritant - but what causes it, and what can we do to fight back?

The main causes of slow internet connections Read more

Do you need to ramp up your broadband controls?

Read more

The different types of home computer

Read more

Will we all need gigabit broadband one day?

Read more

Explaining broadband industry jargon

Read more
Back To Top