BT [BT.L] Openworld and Broadband are proportionally more complained about than any other UK internet service providers, according to a report from Oftel, the telecoms industry regulator.
Oftel received 4,700 complaints from April to the end of September. A figure of 0.7 complaints per 1,000 were from BT internet customers, more than double the market average. Among other leading ISPs Pipex [PXC.L] and Tiscali [TIS.MI] were also worse than average. In total, Oftel received 51,750 complaints during this period.
In comparison services provided by AOL [AOLA}, Freeserve [NAD.PA] and Telewest [TWSTY] received the fewest complaints. The most common gripe concerned incorrect billing, followed closely by erratic connection.
However, BT’s fixed-line phone service fared much better with just 0.4 complaints per thousand about BT services – below the market average.
This was worse for Npower, better known for supplying electricity. It received 1.6 complaints per thousand customers about its fixed-line telecoms service.
In the mobile market, all the major network operators – O2, Vodafone [VOD], T-Mobile [DTEGn.DE] and Orange [ORA.PA] – came out better than average. Virgin Mobile was the least complained about network, with less than 0.1 customers per thousand taking their case to Oftel.