In reply to a post by BLaZiNgSPEED:

That may be because most of the TalkTalk complainers are not registered with these ThinkBroadband forums. Even complaining here isn't much of any use because those complaints don't reach the large masses of the population.

In that case lets look at the figures below TT & BT 10 complaints per 100,000 customers

Well all i can say is i have been with TT 15+ years i have had little down time in all those years and confidently moved from FTTC to FTTP last month and i couldn't be happier -


HERE ARE THE FULL BROADBAND FIGURES FROM OFCOM

Two ISP's have less complaints, two draw and four have more

SKY • 5 complaints per 100,000

PLUSNET • 6 complaints per 100,000

TALKTALK • 10 complaints per 100,000

BT • 10 complaints per 100,000

VODAFONE • 12 complaints per 100,000

EE • 14 complaints per 100,000

VIRGIN MEDIA • 15 complaints per 100,000

NOW • 18 complaints per 100,000

The UK's broadband has been put under the spotlight once again by telecoms regulator Ofcom and there are some big winners and losers. Throughout the year, all major Internet Service Providers (ISPs) are given the once over for how many complaints they receive and although the latest stats show a downward trend, there are still some doing far better than others.

Coming bottom of the pile in the latest Ofcom figures is Sky-owned NOW with the firm posting a result of 18 complaints per 100,000. That figure is quite a shock as Sky's own broadband service actually came out on top with the ISP scoring just 5 complaints per 100,000.



It's unclear why there is such a big difference between Sky and (Sky's) NOW but Ofcom said most of the moans had come from users annoyed by how their complaints were handled.

Along with NOW, Virgin Media also performed worst compared to its rivals with the popular supplier seeing 15 complaints per 100,000.

As we mentioned before, Sky scored the fewest moans followed by Plusnet (6 complaints per 100,000), then TalkTalk (10 complaints per 100,000) and BT (10 complaints per 100,000).

https://www.mirror.co.uk/tech/worst-uk-broadband-com...

Edited by Jack_Hackett (Tue 07-Jan-25 21:03:04)

The problem with these figures is that the complaints per 100,000 don't tell us if those are related to the actual customer service, reliability, speed, latency, billing process, price hikes, etc.

Complaints are varied. In my case my complaints happen to be a combination of price hike, bad reliability of the service with TalkTalk. As for customer service, I can't comment too badly on that as when I complained on their forum they were very quick to respond and even sent me a router replacement, but it didn't resolve the connection drop outs!

For example, I was a Sky customer for 4 years on ADSL. Some of my worst experience of drop outs was in 2017 where I had 20 drop outs in 2 hours! I know that seems shocking. I still have the history log of this connection in twitter private message to Sky Help Team and they never responded. The problem here was of-course with my Exchange Only Line. So, it wouldn't be reasonable to blame this on Sky as my ADSL service was faulty. But nevertheless their customer service wasn't responsive because they couldn't find a problem with my line. And they also price hiked me to £32.74 for an abysmal service. Back then for whatever reason, we didn't switch ISP and did overpay our service for nothing.

Many years ago there was an ISP called Be Unlimited, which is now defunct as of 2013. At that time in 2009 it was supposed to be one of the best gaming broadband ISPs with the lowest of latency and I chose it based on reviews. But it came with a nasty router THOMSON TG585 v7, which meant that port forwarding was impossible! I could not connect to Games for Windows Live at that time. I could login, but I could not join various servers in Shadowrun, Gears of War, Fable 3, Halo 2, etc.

I needed to buy my own Netgear router DGN2000 to be able to open the necessary GFWL ports to play those games online. At that time it resolved the problem straightaway but I had to spend money on a new router. As you can see based on this experience review scores can be quite deceiving.

I also had Plusnet before I joined TalkTalk but that was with ADSL before the FTTC service came live in Oct 2019. Plusnet ADSL router was also pretty bad. The smallest of any kind, it was like the size of a calculator. Towards the end of my 12 month contract the router became faulty and was restarting on its own. It seemed to have developed a fault as this wasn't entirely blamed on my internet connection dropping out but the router system up time could not be maintained.

I didn't bother to ask Plusnet for a replacement as I knew I was going to switch to FTTC soon. And that's when I chose TalkTalk as my first FTTC provider. It was fine at the beginning and still better than ADSL as even having a drop every 30 days was tolerable compared to the terrible drop outs I was having on ADSL.

Based on my honest experience last 5 years having had both TalkTalk and BT I can genuinely say that my experience has been the best with BT. I regularly login to the router stats for the sake of comparison to see if my connection uptime has been maintained. With TalkTalk I can't tell what would be my best connection uptime as it historically never allowed a connection uptime of more than 30 days in just over 2 years being a customer! But with BT my connection network uptime as been for over 170 days so far. That is the biggest difference I see here. Along with no connection issues night time. 12am to 5am with TalkTalk my connection was down for around 10-20 minutes every 2-3 weeks even with the router being connected. This has never been my experience with BT thus far.

I have been so happy with BT that despite Community Fibre FTTP becoming available here I still did not rush to switch yet! And I am paying only £20pm for Home Essentials 2, without any price hikes last 2.6 years.

So, you can see those figures don't tell us anything. I would love to read more comprehensive user experiences from other people. But it seems experiences vary from user to user based on location, type of connection ADSL, FTTC, FTTP and the nature of their complaint.

Why are you spending so much time promoting Talk Talk Jack???

Talk Talk Reviews

Edited by Nervous (Wed 08-Jan-25 12:46:35)

In reply to a post by Nervous:

Why are you spending so much time promoting Talk Talk Jack???

Why is a post about a move from FTTC to FTTP promoting?

"So much time"
It really didn't take much time but even if it had don't concern yourself i am sure you have better things to be doing

In reply to a post by BLaZiNgSPEED:

The problem with these figures is that the complaints per 100,000 don't tell us if those are related to the actual customer service, reliability, speed, latency, billing process, price hikes, etc.

Furthermore, these aren't just moans. They are cases when the problem has not been sorted by the provider to the customer's satisfaction, and has ended up at OFCOM.

For example, Sky has a historically low rate. This might mean that the service is good and that they are good at fixing problems. But it could also be that they are happy to release unhappy customers from their contracts, or offer them compensation to settle the dispute.

In reply to a post by BLaZiNgSPEED:

The problem with these figures is that the complaints per 100,000 don't tell us if those are related to the actual customer service, reliability, speed, latency, billing process, price hikes, etc.

That's as far as i got.

As i said I have been with TT 15+ years and have had great service you have told us you have used both and prefer BT well good for you, time to move along i think

In reply to a post by Jack_Hackett:

Why is a post about a move from FTTC to FTTP promoting?

Just an observation from me not a criticism, whenever I see posts from you I always know they will be about Talk Talk, I see you as a cheer boy for Talk Talk but thats not a bad thing as there are very few others doing the same so you help give a balance rather than all the negative stuff from others.

In reply to a post by PCJM40:

In reply to a post by Jack_Hackett:

Why is a post about a move from FTTC to FTTP promoting?

Just an observation from me not a criticism, whenever I see posts from you I always know they will be about Talk Talk, I see you as a cheer boy for Talk Talk but thats not a bad thing as there are very few others doing the same so you help give a balance rather than all the negative stuff from others.

The problems with forums like this (and most forums) is people cannot wait to register then slate their ISP when things go wrong but rarely register to tell others what a great experience thy have had and for how many years, as we have already an ISP Unhappiness forum can i request an ISP happiness forum.

In reply to a post by Jack_Hackett:

can i request an ISP happiness forum.

That would be perfect for you🤣

Post deleted by seb