The BT Group ISPs BT Yahoo (formerly BTOpenworld) and BT Broadband have again topped a biyearly survey by communication regulator, Oftel - but in a negative way.

The analysis of Oftel data providing details of complaints on ISPs, show that with 0.7 complaints for every 1000 customers that the BT Group ISPs have more than double the ratio of any other mentioned ISP and means that BT once again tops the chart. The BT Group has long held this "Britain's Worst" title (to coin a phrase from the BBC), but Oftel insist that publication of this data should assist ISPs in their efforts to improve customer satisfaction.

Taking into account both business and consumer narrowband and broadband products rival ISPs Tiscali and Pipex feature in 2nd and 3rd place in the table with 0.4 complains for every 1,000 customers. NTL - a much "loved to be hated" company because of their customer service features at a surprisingly less than average ratio of 0.2 with AOL, Freeserve and Telewest all achieving bottom place (or is that top place?) with just 0.1 complaints each for every 1,000 of their customers. Overall using the complete 4,700 complaints, the complaints to subscriber ratio calculates at 0.3, with an average from the 9 ISPs listed in our table coming out at just 0.1:1,000. Across the board the most complained about issue was that of billing issues with 8% (376 actual) of all complaints featuring in this category.
	Source : Oftel Consumer Complaints 19th June 2003