BT has moved into the unenviable position of being the “most complained about ISP” in the UK, according to the latest figures published by Ofcom.
In the last quarter of 2013, Ofcom logged 0.32 complaints regarding BT per 1,000 customers. TalkTalk was also below the industry average, while Virgin recorded the fewest complaints of the major ISPs with 0.07 disgruntled users per 1,000 consumers.
According to Ofcom, BT suffered a backlash against faults and remedial action, with the regulator saying: “Complaints were primarily driven by service faults and issues with how complaints were handled.”
BT has been expanding its fibre network dramatically and blamed the poor result on upheaval cause by growth.
“BT is the fastest growing business by far in the UK for both pay TV and broadband, and as we process more transactions we have unfortunately suffered more disruption than companies with static or declining customer bases,” BT said in a statement.
However, the company did say it had hired 2,000 extra engineers, which could help address the service faults issue.