Propelled by its beefed-up sports offering, BT may have enjoyed rapid success for its TV services but it has also won the dubious accolade of most complained-about UK TV service.
Research collated by UK broadcast regulator Ofcom has found that from October to December 2013, BT TV received the most complaints about its service at 0.31 complaints per 1,000 subscribers, with grievances mainly related to service faults and billing. Even though it accepted volumes had notably decreased compared with the previous quarter, Ofcom noted that complaints about BT remained well above the industry average.
By contrast, the relative positions of UK cable provider Virgin Media and satellite firm Sky remained the same as for the previous quarter. Sky retained its position as the provider generating the fewest number of complaints – 0.02 per 1,000 customers.
Having met the threshold for inclusion, IPTV provider TalkTalk's pay-TV complaints have been reported for the first time. In Q4 2013, TalkTalk generated complaints in excess of the industry average at 0.19 per 1,000 subscribers.
"This report acts as a significant incentive to providers to work to address issues driving complaints and deliver an improved quality of service to their customers," said Claudio Pollack, director of Ofcom's consumer group. "We're committed to giving consumers valuable information to help them choose a provider that best suits their needs. Consumer complaints also help us to identify where enforcement action is needed and ensure that providers comply with our rules."