BT TV – Most complained about pay TV service

BT TV became the most complained about pay TV service in the third quarter of 2015, with Ofcom complaints stats showing a sharp rise in complaints.
According to Ofcom data covering July to September 2015, BT’s complaints volume increased significantly to 25 per 100,000 customers, compared to 11 per 100,000 in the second quarter of 2015.

The main reasons for BT complaints were fault, service and provision issues (31%); complaints handling (25%); and issues relating to billing, pricing and charges (22%). It was during this quarter that BT was told off by Ofcom by opting customers in to the extra charge it had introduced to continue receiving the whole BT Sport TV service.

Meanwhile, the complaint volume for TalkTalk (14 per 100,000 customers) remained in line with the previous quarter. Virgin Media’s total complaint volume remained unchanged at (5 per 100,000 customers), the same as the industry average.
The only provider to generate fewer complaints than the industry average was Sky (2 per 100,000 customers), which, according to Ofcom, remained the best-performing pay TV provider.

Claudio Pollack, Director of Ofcom’s Content and Consumer Group, said:
“We expect providers to make customer service and complaints handling top priorities, so it’s disappointing to see a rise in the number of complaints.”