BT the most complained about broadband provider. BT the most complained about TV provider.

Doubly gooseberry fool!

BT was the most complained-about broadband provider in the first three months of the year as customers took the company to task over faults and service issues.

Most Complained About Broadband League Table

1. BT
2. TalkTalk
3. Plusnet
4. EE

Most Complained About TV League Table

1. BT
2. Virgin Media
3. TalkTalk
4. Sky

Telecoms regulator Ofcom, which publishes complaints data every three months, also found BT to be the most criticised pay-TV company, with almost four times the industry average complaint level.

BT received 34 complaints per 100,000 subscribers about its broadband service in the first quarter, well ahead of the UK industry average of 21. Its broadband service has topped the regulator’s complaints table since the first quarter of 2016.

“BT’s main complaint drivers related to faults, service and provision issues, followed by issues around complaints handling and issues with billing, pricing, and charges,” said Ofcom.

In March, Ofcom fined BT £42m and is forcing it to pay £300m in compensation to rivals over delays in subsidiary Openreach, which controls the UK broadband infrastructure network, installing high-speed internet connections to their customers.

BT’s subsidiaries Plusnet and EE were the third and fourth most-complained about broadband suppliers, with 25 and 24 complaints per 100,000 subscribers respectively.

Ofcom found that Sky had the fewest disgruntled broadband customers, with just eight complaints per 100,000 subscribers, followed by Virgin Media with 13.

In a bad quarter for consumer dissatisfaction, BT also once again topped the pay-TV complaints list with 19 per 100,000 – almost four times the industry average of just five complaints per 100,000 subscribers.

Virgin Media ranked second with nine complaints per 100,000 subscribers and arch-rival Sky notched up just two.

[BT’s service is getting worse, with the 19 average complaints lodged in the first quarter up on the 17 per 100,000 that made the company the most criticised pay-TV company in the last quarter of 2016.

Ofcom’s report also found Vodafone was once again the most complained-about mobile company, clocking up 17 complaints per 100,000 subscribers, although this was down on the average of 24 the company received in the fourth quarter last year. The industry average is just six complaints per 100,000 subscribers.

Earlier this month, the advertising watchdog banned BT’s campaign featuring Deadpool star Ryan Reynolds after receiving more than 60 complaints from the public and rivals including Virgin Media, TalkTalk and Sky.

The Advertising Standards Authority ruled BT’s claim it provided the UK’s most powerful Wi-Fi signal was misleading.

https://www.theguardian.com/business/20 ... net-ee-sky

I'm sure BT would argue it's because they have more customers overall, and their TV is partly delivered over broadband. For all the stick people give Sky (usually because of Murdoch) they're way out in front of the others.

Reshore your strawberry floating call centres you utter banana splits.

My broadband experience with BT was nothing but positive. Guess I was one of the lucky ones!

Poser wrote:Reshore your strawberry floating call centres you utter banana splits.

Who doesn't love chatting with "Hi, I'm Bill" from India.

Buffalo wrote:My broadband experience with BT was nothing but positive. Guess I was one of the lucky ones!

Same here.
My connection is fine and does the job which is all I ask for.

BB with them has been brilliant, no issues what so ever here.
TV on the other hand is a gooseberry fool show, I had issues with my box which needed a power lead replacement that I ended up buying myself an engineer visit runs the risk of a £150 is they decide it is your issue, the service itself is ok with the streaming stuff but it would be nice to not need to use the box and have the app allow casting or whatever.
The YouView box is sort of gooseberry fool too, my arial isn't epic but I get HD and stuff on my TV;s tuner but the box need really strong signal so spends most of the time with no signal and un the last update they removed the option to play a recording from cathcup instead of the recording and you had to manually search.

There are some nice ideas in ther service but the support is a joke.

Didn't realise Plusnet were a subsidiary of BT. :dread:

Knoyleo wrote:Didn't realise Plusnet were a subsidiary of BT.

So is EE.

Yeah, but I already knew that.

I find BT to be brilliant... unless you have to ring them up. My broadband service has been excellent and my phone service is fine.

But I rang up BT trying to resolve an issue with ny parents' telephone service and they were atrocious in terms of a lack of understanding and resolving the situation. It took four calls before they actually did anything, and even then the solution was a bit of a fob-off.

Like most companies, they're great until you need to call them to resolve a problem.

The only real issue I have with BT is the godawful BT home hub randomly dropping its wifi signal.

Ironhide wrote:The only real issue I have with BT is the godawful BT home hub randomly dropping its wifi signal.

I had this for a bit but an update fixed it, if you log into it and disable either the 2.5GHZ or 5GHZ wifi it sorts it as the issue is slowness when swapping from one to the other.

KK wrote:
Poser wrote:Reshore your strawberry floating call centres you utter banana splits.

Who doesn't love chatting with "Hi, I'm Bill" from India.

My problem with overseas call centres isn't that I can't understand them, or that they don't have good knowledge, but that they are ordered to stick to a ridiculously rigid routine; every call to Virgin Media when my bb goes down (which thankfully hasn't been anywhere near all that often for the past two or three years) goes the same way of me testing my borked connection for them, which takes up to 15 minutes, before they agree to send an engineer out.
I think Amazon customer services (web and phone) uses Indian call centres too and they're the best in the business. They give you their actual names, too!

7256930752

Other than a couple of routers breaking, I've had no problem with either Sky or BT.

I bet most older people will use BT which probably skews the numbers.

They might be the worst, but 34 complaints per 100,000 subscribers seems pretty good going to me. 99,966 per 100,000 didn't complain.

rinks wrote:They might be the worst, but 34 complaints per 100,000 subscribers seems pretty good going to me. 99,966 per 100,000 didn't complain.

Especially when you consider a bunch of complaints will be total bellends that would complain about anything.

I reckon there'll be more people who won't complain, just cause they don't like to complain than people who will complain cause they're dicks.

7256930752

Pedz wrote:I reckon there'll be more people who won't complain, just cause they don't like to complain than people who will complain cause they're dicks.

Definitely, in the UK.

I was without internet for a week due to a simple problem that could have been fixed in a day (some idiot had unplugged something at a junction box). They kept informing me that the problem that been "resolved" and closing the case, when it was still not working. I had to threaten cancelling my direct debit to them before they actually bothered fixing the service I was paying for, presumably because things get massively more expensive for them as soon a lawyers get involved. Fortunately they changed the contract terms in order to up their charges, allowing me to leave them soon after. It's appalling that I had to threaten to break my contact in order to get them to actually deliver what I paid for and was paying for. I spent nearly four hours altogether that week on hold and speaking to people I could barely understand who did not seem to have a clue what they were doing. I even got two call outs that completely failed to show up and forced me to take time off work for no reason.

Never a-fucking-gain. BT have the worst customer service I have ever encountered.

I called BT once to complain about the shitty speeds and other issues. Got through to the Indian call centre and said something like, I'd like to make four separate complaints please. Phone disconnects right there.
Called straight back and asked to speak to a supervisor. He asks why, and I say, I've just spoken to one of your colleagues and said I want to make a complaint about four issues and he cut me off. "Okay hold on let me see what I can do." Phone cuts off.
By this time I'm fuming. Call back again, say exactly the same thing. I want to speak to your supervisor because I want to complain and you're also putting the phone down on me. Literally no reply, phone goes dead for the third time right there.

BT the most complained about broadband provider. BT the most complained about TV provider.

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