EE has reclaimed its spot as the most complained about ISP in Ofcom’s ranking.
The ISP has been the most-complained about ISP in Ofcom’s ranking since the third quarter of 2012, save one period at the end of last year, when BT pipped it to the dubious distinction.
Ofcom said EE had 0.42 complaints per 1,000 customers for the first quarter of the year. “Complaints were primarily driven by service faults, billing and issues with changing provider,” Ofcom said.
EE was followed by BT at 0.33/1,000 and TalkTalk at 0.24/1,000.
“Both Sky and Virgin Media generated broadband complaint volumes below the industry average,” Ofcom said. “Virgin Media’s service attracted fewest complaints at 0.07 per 1,000 customers, while Sky generated 0.09 per 1,000 customers.”
The report follows separate news from Ofcom that the regulator is requiring BT’s infrastructure arm Openreach to hit new repair and installation targets.
Openreach will have two days to repair 70% of phone and broadband faults, while 55% new lines must be installed within 12 working days. Those thresholds will both rise to 80% in 2016.
Starting in October, BT must publish a quarterly report on its website with details of how long it’s taking to address faults and install new lines. If Openreach misses its targets, “the company will face sanctions from Ofcom, which could include fines,” the regulator said.
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