By Max Clarke

TalkTalk (LSE: TALK), The Carphone Warehouse’s TV, mobile and broadband subsidiary, has again emerged as the most complained about service provider, with almost 1 in 2 customers dissatisfied with the business.

Levels of satisfaction with the ten biggest communications providers’ customer services are today revealed in new Ofcom research.

TalkTalk’s customer service was particularly blasted, receiving ratings scores of between 4.2 amd 6.7 out of 10, as customers reported repeatedly being connected to the wrong person, and incurring excessive waiting times.

Broadband speeds were also below standard, with just 52% of customers ‘satisfied’ with the service. Orange topped the rankings, with a mean 76% satisfaction.


The research covers landline, broadband, mobile and pay TV providers with a market share of 4 per cent or more.

It shows that consumers are least satisfied with the customer service provided by landline and broadband operators and most satisfied with the service they receive from their mobile and pay TV operators.

It comes as new rules come into force today (22 July) which will require communications providers to do more to help consumers resolve complaints.

Thousands of consumers were interviewed as part of Ofcom’s research in February 2011 and asked to rate their customer service experience if they had contacted their provider in the previous 3 months.

This included giving scores out of ten for various aspects ranging from how easy it was to contact customer services and the speeds with which they were dealt with, to satisfaction with the advice they were given and the person who dealt with them.


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