Talktalk failing customers

Talktalk has been shamed for the quality of its broadband customer service in industry-wide figures released by Ofcom.

Broadband customers with the telecoms firm are less likely than average to be satisfied with their service, have more reason to complain and are less likely to have their complaint resolved on first contact, according to the regulator’s annual customer satisfaction survey. Complaints about Plusnet, owned by BT, more than doubled in the last quarter of 2018 as the company experienced issues with a new billing system.

Overall, 83 per cent of broadband customers are satisfied with their service, while 13 per cent had reason to complain last year – down from 15 per cent in 2017.

BT has replaced Virgin Media as the most complained-about pay TV provider. Both firms drew the highest complaints figures for mobile.