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BT TV complaints double after Champions League coverage starts BT TV complaints double after Champions League coverage starts
(1 day later)
BT was the most complained about pay-TV service in the third quarter of the year, with the number of unhappy customers more than doubling following the start of its Champions League football coverage. BT was the most complained-about pay-TV service in the third quarter of the year, with the number of unhappy customers more than doubling following the start of its Champions League football coverage.
BT TV has seen the number of complaints about its service jump from 11 per 100,000 to 25 per 100,000 quarter-on-quarter in the three months to the end of September, according to Ofcom’s latest figures.BT TV has seen the number of complaints about its service jump from 11 per 100,000 to 25 per 100,000 quarter-on-quarter in the three months to the end of September, according to Ofcom’s latest figures.
To put the scale of the complaints in context, the industry average is five per 100,000.To put the scale of the complaints in context, the industry average is five per 100,000.
The surge coincided with the arrival of Champions League football on BT Sport in August, which fuelled the company’s best quarter ever in terms of signing new TV subscribers, with over 100,000 joining.The surge coincided with the arrival of Champions League football on BT Sport in August, which fuelled the company’s best quarter ever in terms of signing new TV subscribers, with over 100,000 joining.
“We want to apologise to any customers we have let down this year,” said a spokeswoman for BT. “BT cares about the service it gives to customers and we know we need to do better, and results have been improving since this quarter ended in September. BT Consumer was hit by some particular issues this summer, which we are confident will not reoccur.”“We want to apologise to any customers we have let down this year,” said a spokeswoman for BT. “BT cares about the service it gives to customers and we know we need to do better, and results have been improving since this quarter ended in September. BT Consumer was hit by some particular issues this summer, which we are confident will not reoccur.”
The Champions League is likely to have been a factor in the jump in complaint numbers, although it would not have been the only one.The Champions League is likely to have been a factor in the jump in complaint numbers, although it would not have been the only one.
Ofcom, which also measures the quarterly complaints of TV services provided by Sky, Virgin Media and TalkTalk, found BT to be the most complained about service for 10 of the last 11 quarters. Ofcom, which also measures the quarterly complaints of TV services provided by Sky, Virgin Media and TalkTalk, found BT to be the most-complained-about service for 10 of the last 11 quarters.
The media regulator said 31% of the complaints about BT were to do with faults, service and provision issues, 25% about the handling of complaints and 22% about billing pricing and charging.The media regulator said 31% of the complaints about BT were to do with faults, service and provision issues, 25% about the handling of complaints and 22% about billing pricing and charging.
“Generally, we have been investing heavily in improvements to customer service, including dedicated advisers to help individual customers with complex problems,” said the spokeswoman for BT. “We have introduced new software and systems so customers can serve themselves online and so we keep our promises to call customers when we say we will.”“Generally, we have been investing heavily in improvements to customer service, including dedicated advisers to help individual customers with complex problems,” said the spokeswoman for BT. “We have introduced new software and systems so customers can serve themselves online and so we keep our promises to call customers when we say we will.”
TalkTalk’s TV service was the second most complained about with 14 per 100,000.TalkTalk’s TV service was the second most complained about with 14 per 100,000.
Virgin Media remained unchanged quarter on quarter with five per 100,000, the industry average.Virgin Media remained unchanged quarter on quarter with five per 100,000, the industry average.
Sky was the only provider to generate fewer complaints than the industry average at just two per 100,000.Sky was the only provider to generate fewer complaints than the industry average at just two per 100,000.
TalkTalk broke BT’s nine-quarter streak as the most complained about service in the three months to the end of June.TalkTalk broke BT’s nine-quarter streak as the most complained about service in the three months to the end of June.