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BT, TalkTalk, Virgin Media, and Sky all suck at customer service—Which? survey
The UK’s biggest ISPs are doing a very poor job when it comes to dealing with basic customer service, consumer watchdog Which? has found.
In November and December last year, it surveyed 1,800 broadband subscribers who put BT and TalkTalk at the top of their crap telco list. Which? said that TalkTalk scored just 38 percent, while BT racked up a lowly customer score of 45 percent.
“BT didn’t score higher than two stars in any of the categories and TalkTalk only scored higher than two stars in value for money, with Virgin Media (52 percent) and Sky (49 percent) only performing marginally better,” Which? added.
Out of the 12 ISPs that customers surveyed by the watchdog are signed up to, only four scored more than three stars for broadband speeds. Which? said that they were fed up with frequent price hikes, unreliable broadband connections and speeds, and “woeful” levels of service when subscribers contacted telcos to log a fault or complaint.
Zen Internet and Utility Warehouse were highly praised by customers in the survey, with scores of 86 percent and 81 percent respectively. Which? said: “Zen Internet and Utility Warehouse were the only companies to earn five stars for customer service, with customers finding them quick and easy to contact, and praising their technical support.”
The consumer watchdog recently launched a “Fix Bad Broadband” campaign alongside a speed checker to encourage customers across the country to dob in their ISP for poor service.
“Broadband is essential and people rightly get frustrated with poor service,” said Which? managing director, Alex Neill. “Our latest results show that the big players still have a long way to go to satisfy their customers, so if you’re unhappy with your broadband, complain and look to switch if your service doesn’t improve.”
BT and TalkTalk are routinely placed on the naughty step by UK communications regulator Ofcom for being the most moaned about ISPs among broadband customers.
Source: ARS Technica UK, 20 April 2017, by Kelly Fiveash