Re: VM least complained BB provider according to ofcom
 

Thanks for the info, that clears things up.

Re: VM least complained BB provider according to ofcom
 

I'd maybe re-read OFCOM's own page where the report is published ;)

The data only covers complaints that consumers have chosen to report to Ofcom, and does not represent complaints consumers may have made directly to their providers or to other agencies (e.g. Alternative Dispute Resolution schemes). As such it will only provide a partial picture of complaints relating to any provider.

Re: VM least complained BB provider according to ofcom
 

See. like I said. meaningless :)

It's a bit like me saying 0.03 out of every 1,0000 people complain to me about their symptons.
when 60.56 out of every 1,000 people complain to their doctor.

the true figures could be
0.57% of every 1,000 EE customers complaints directly to EE/orange.
and 90.46% of every 1,000 Virgin Media customers complain directly to Virgin Media.

and nobody complains directly to Sky.

Re: VM least complained BB provider according to ofcom
 

Obviously not the case, as above posts show.

Also have you ever tried to register a complaint with VM? Its nigh on impossible. I have tried emailing a complaint and writing in, both of which got no reply so guessing also not logged. Trying to log a complaint on the phone I was told cannot be done, they just have call resolution peeps who try and resolve your problem instead of noting down your complaint. If you just want to complain about recent issues or treatment, there appears to be no actual complaint route to get a complaint noted.

I don't doubt that VM are not the only one with this method of stopping complaints being logged.

Re: VM least complained BB provider according to ofcom
 

Or on the otherhand you could interpret it that a higher percentage of Sky customers had problems of sufficient mangnitude to escelate their complaints to OFCOM, in comparison to VM.

Re: VM least complained BB provider according to ofcom
 

Two more per 1000 customers is hardly a massive difference.

Unhappy customers vs those that complaints really needs some weighting done although it would be an impossible task. I would like to bet that customers who take a particular provider fit in to certain categories that make them more or less likely to complain. For example TalkTalk customers may tend to be customers who are frugal with their money and also likely to complain in the hope of compensation or saving further money. Just an example but you get my drift. Some may be the type that follow complaints through further to Ofcom.

Re: VM least complained BB provider according to ofcom
 

Complaints are logged in VM, but doesn't mean staff won't try and resolve them at the point of contact. Saying 'I want to complain' doesn't suddenly change how the issue is dealt with.

If you make a complaint via Customer Services, and it's something they fix, it's logged as complaint and then marked as resolved.

If you make a complaint via email or letter it is logged when it's processed - there isn't any stage when it's blocked. Unfortunately as people use Complaints as first line customer services, then it can take time to deal with unresolved issues.

If you complain about something to the resolution team, again it's logged, but they are there to resolve issues where they can.

Re: VM least complained BB provider according to ofcom
 

It's likely that if the figures were reversed, you would probably be shouting from the rooftops that Sky had 20% less complaints than VM.

Just sayin'.... ;)

Re: VM least complained BB provider according to ofcom
 

You know what they say about assumptions ;)

Re: VM least complained BB provider according to ofcom
 

It wasn't an assumption, it was an inference....:D

Re: VM least complained BB provider according to ofcom
 

The difference is as small as the 2 in 1000 complaint stats :p:

Re: VM least complained BB provider according to ofcom
 

According to Ofcom - Virgin Media are the least complained about Broadband Provider and no amount of crap from Sky lovers will change that fact

End Of!

Re: VM least complained BB provider according to ofcom
 

You wish! :D

Re: VM least complained BB provider according to ofcom
 

I want to know who these Sky lovers are ;)

Anyone who has had bad experience's with Virgin but not with Sky? Hardly love, appreciation maybe.

Re: VM least complained BB provider according to ofcom
 

Ah yes statistics :D Depending on what you want to say you can say there's a 20% difference between them or if you wish to minimise the difference you quote a difference of 2 in 1000 between them (or 0.2% )