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EE and BT face an autumn flood of broadband user woes

EE and BT faced a rising tide of broadband faults and billing complaints at double the industry average.

Just under 1 in every 2,000 EE and BT broadband customers had a complaint to Ofcom from July to September, compared to an industry average of one in 4,500 users.

That’s about 50 per cent more complaints for both ISPs since Ofcom’s midsummer report.

EE and BT face an autumn flood of broadband user woes
EE and BT customers are getting unhappier

EE said: “We are of course disappointed by these latest results and will take on board the findings of the Ofcom report as we strive to offer our customers the best service at all times. 

“We have an ongoing programme to improve service performance and we’re pleased to see  that the number of complaints about our mobile services continues to drop.”

EE had brought complaints down, after a deluge of problems when it discontinued Orange’s free broadband service.

Ofcom said billing problems and service faults were the main reasons for complaints to both BT and EE.

BT said: “BT’s focus is on providing a high quality service and we’re disappointed whenever we let a customer down. 

“We have introduced changes aimed at ‘Making it Easy’ for our customers, which we believe will have a positive impact in reducing complaints.”

TalkTalk also suffered above-average complaints, at one for every 3,700 customers, but continued the improvement seen since it hit ‘peak whinge’ in late 2011.

Sky and Virgin remained the clear leaders in keeping their customers happy, with Sky getting one complaint per 11,000 subscribers, and Virgin one moan for every 13,000.

Stats note: We’ve rounded up the complaints to two significant figures to make them more palatable. You can find the detailed figures in the Ofcom Telecoms and Pay TV Complaints Q3 (July to September) 2013.


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