UK telecoms regulator Ofcom has published its quarterly review of complaints about broadband and pay TV providers.

This article summarizes the findings by category and examines whether providers are making progress in reducing complaints at a time when network demand is rising.

Broadband

When adjusted for customer base size, BT recorded the highest rate of broadband complaints in this quarter, with 0.32 complaints per 1,000 customers. EE followed with 0.29 complaints per 1,000, and TalkTalk recorded 0.21 complaints per 1,000—all above the industry average.

Sky performed well below the industry average of 0.17 complaints per 1,000 customers, posting 0.08 per 1,000. Virgin Media had the lowest rate among major providers at 0.07 complaints per 1,000.

All providers reduced their broadband complaint rates compared with the previous quarter. EE showed the most notable improvement, falling from 0.45 complaints per 1,000 in Q3 to 0.29 per 1,000 in Q4.

Despite these reductions, BT, EE, and TalkTalk remain above the industry average and will need to continue improving fault resolution and customer service to close the gap with Sky and Virgin Media.

Ofcom identified service faults and how they were handled as the main source of BT’s broadband complaints.

Pay TV

BT also recorded the highest rate of pay TV complaints, standing out from other providers in this category. In Q4 2013 BT received 0.31 complaints per 1,000 customers. The next highest was TalkTalk at 0.19 complaints per 1,000.

Complaint rates among other major providers were much lower for pay TV. Virgin Media reported 0.04 complaints per 1,000, while Sky had the fewest at 0.02 per 1,000.

Compared with the previous quarter, most providers showed only marginal improvement in pay TV complaints. BT, however, made a substantial reduction from 0.56 complaints per 1,000 in Q3 to 0.31 per 1,000 in Q4.

For context, the industry average for pay TV complaints was 0.05 per 1,000 customers.

What do you think of these results? Were any of the findings surprising to you?