Complaints about Orange’s fixed-line broadband services grew in the last quarter, according to figures covering October and December 2012 and released by Telecoms regulator Ofcom.
The company generated more complaints as a proportion of its broadband customer base – 0.70 per 1,000 customers – than any other provider. The level of complaints increased from 0.50 per 1,000 customers three months earlier.
Complaints against BT and TalkTalk’s broadband services were also above the industry average at 0.30 per 1,000 subscribers and 0.33 complaints per 1,000 customers respectively.
However complaints against TalkTalk fell for the fourth quarter in a row to their lowest level in two years. The company has also driven down complaints about its landline phone service, although this too remains above the industry standard.
Sky’s broadband service attracted fewest complaints at just 0.08 per 1,000 customers.
Pay TV complaints
During the period the regulator received the most complaints about BT Vision at 0.24 complaints per 1,000 customers.
That number was six times greater than the industry average, with complaints “partly driven by problems with service provision and complaints handling issues”.
Virgin Media also attracted above industry average complaints, at 0.06 complaints per 1,000 customers, while Sky had the lowest number of complaints – 0.02 per 1,000 customers.
Pay-monthly mobile services
Orange’s decision to withdraw a free broadband offer saw complaints against it increase to 0.21 per 1,000 customers, above the industry average.
Stable-mateT-Mobile also generated complaints in excess of the industry average, with consumers mainly complaining about billing and how their complaints were handled.
There was better news for Three which saw complaints fall to tie equal to the industry average.
O2 was the least complained about mobile provider with 0.06 complaints per 1,000 customers. O2, Virgin Mobile and Vodafone all achieved fewer complaints than the industry average.
