BT Sport bottom of league for customer satisfaction

Editor | 15-12-2013

It may have already proved itself as a serious rival to BSkyB after just three months, but BT's new sports channel has won a less coveted accolade - that of most complained-about service in the UK.

According to research by UK telecoms and broadcast regulator Ofcom tracking the volumes of complaints against the major telecoms and pay-TV providers between July and September 2013, customer issues were on the rise.

The research found a slight increase in the number of pay-TV complaints overall but during the survey period Ofcom received the most complaints about the BT TV service at a level of more than double those from the previous quarter. Complaints about BT TV peaked in August 2013, of which almost half were about BT Sport, which launched on 1 August 2013. Overall complaints about BT TV were primarily related to service issues and complaints handling.

By contrast the relative positions of Virgin Media and Sky remained the same as for the previous quarter. Virgin Media’s complaints were below industry average while Sky had the lowest number of complaints.

Commenting on the findings, Claudio Pollack, director of Ofcom’s Consumer Group said: “We’re committed to providing valuable and transparent information to help consumers make an informed decision when considering an alternative provider or a new service.

“We also hope this data will incentivise providers as they work to address issues driving complaints and improve their performance.”