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T-Mobile tops Ofcom mobile complaints chart

18 Dec 2012
T-Mobile sign

T-Mobile has topped Ofcom's complaints chart for its pay-monthly mobile phone deals, while Orange has seen the most issues with its broadband service logged with the communications watchdog rocket.

T-Mobile saw 0.17 complaints per 1,000 customers for the third quarter of 2012 logged, although this was down from 0.18 from Q2 in 2012.

"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," a T-Mobile spokesperson said.

Rivals such as Three (0.16), Orange (0.16) and Vodafone (0.14) also registered similar levels of complaints, while O2 maintained its reputation as the least complained about mobile provider with just 0.05 complaints per 1,000 customers.

"We're pleased with the results from Ofcom's research on the number of complaints from O2 customers," a spokesperson told V3.

This came despite network outages blighting its service this year that had customers outraged.

Meanwhile in the broadband market Orange rocketed up the complaints chart due to a change in its terms and conditions that required customers to take a landline service to keep a "free" broadband offering, sending complaints rocketing to 0.50 per 1,000.

Orange said it was "disappointed" by the findings and would be working to improve customer satisfaction with its services.

Aside from Orange's recent travails, TalkTalk remained the most consistently complained about provider with 0.35 issues per 1,000 customers, although this was down from 0.42 in the previous quarter.

BT also scored relatively poorly with 0.34 complaints, up from 0.31, while Virgin Media (0.12) and Sky (0.09) were the best performers in the market.

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Dan Worth

Dan Worth is the news editor for V3 having first joined the site as a reporter in November 2009. He specialises in a raft of areas including fixed and mobile telecoms, data protection, social media and government IT. Before joining V3 Dan covered communications technology, data handling and resilience in the emergency services sector on the BAPCO Journal

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