BT Sport own-goal as moans soar

BT has scored an embarrassing own-goal in its first attempt to play Sky off the park in the pay-TV sports market after Ofcom data revealed soaring complaints over the new service, which was backed by a £1bn spend.
The watchdog received more than twice as many complaints from BT TV customers in July, August and September as in the previous quarter. BT introduced its sport channels at the start of August.
BT customers were more than 11 times more likely to complain about their pay-TV service than Virgin Media customers and 28 times more likely than Sky customers during the period. Roughly one in every 2,000 BT TV subscribers turned to Ofcom during the period.
The regulator said half the gripes related BT Sport, of which most were about difficulties receiving the channels, as well as BT’s own complaints handling. The service was hailed with a major advertising and marketing push, including TV, press, digital and direct marketing activity.
A BT spokesman said: “BT apologises to our TV customers who suffered poor service during the summer. The main reason for this was the unprecedented volume of interest in BT Sport and our efforts to provide availability on multiple TV platforms in a very short space of time. Also, some customers were confused by us initially making BT Sport available free to air on BT TV and then encrypting the channel.”
Talk Talk, which has topped the league of complaints for years, saw an improvement in its performance. TalkTalk complaints are at their lowest level since Ofcom first began publishing complaints data although still remain above the industry average at 0.3 per 1,000 customers.

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