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TalkTalk suffers poor results in latest Ofcom telco report

Paul Lipscombe
November 13, 2020

Vodafone also performed below the industry average across fixed line broadband and landline complaints

TalkTalk has again recorded poor results in Ofcom’s latest telecoms and pay-TV report for the first quarter of 2020.

The telco received the most complaints for fixed broadband and landline, and came second bottom for pay-TV.

The firm, which is said to be considering a £1.1 billion takeover bid from investment firm Toscafund, also recorded the most landline complaints.

Ofcom’s report used data between April and June, during which the first coronavirus lockdown occurred.

The regulator did however reveal that complaints for the quarter were down across the board, with a decline in complaints against faults, services and provisioning issues.

EE performed the best with just three complaints per 100,000 for fixed broadband complaints. The operator narrowly edged out Sky which had four, BT which had seven and Plusnet with nine.

However TalkTalk suffered the most complaints with 22 per 100,000. Vodafone was just behind with 21, well off the industry average of 10.

TalkTalk and Vodafone were again the worst for landline complaints with 17 and 13 per 100,000 respectively.

This was compared to the industry average of seven, with EE (two), Sky (three) and BT (four) performing the best.

In response to the data, a TalkTalk spokesperson said: “As Ofcom notes in its report, the sudden lockdown restrictions introduced in the UK and overseas at the start of the pandemic meant that our customer services were significantly impacted, as they were across the industry.

“Our priority was the safety of our colleagues and partners. These were exceptional figures in exceptional circumstances. We’re pleased that service levels are now back up to normal and that we’ve seen some of our highest ever customer satisfaction levels during the past few months.”


Tesco Mobile again performed solidly when it comes to mobile complaints, with just 0.4 complaints per 100,000 recorded.

In a recent report, Tesco Mobile topped all the measures when it came to mobile satisfaction.

However Three came bottom with six complaints per 100,000, falling below the industry average of three.

Virgin Media came bottom for most pay TV complaints. The telco received eight complaints per 100,000, followed by TalkTalk (six) and BT (five), while the industry average was four.

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