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EE is UK's most complained-about broadband and landline provider

Tuesday, May 12th 2015 by Phil Wilkinson-Jones

EE was the most complained-about provider of both broadband and landline phone services between April and December last year.

There were more complaints about Vodafone’s pay-monthly mobile services than any other provider, while complaints about BT TV were five times the industry average.

Ofcom, the UK’s telecoms regulator, has today published a report on the number of consumer complaints made against major communications providers.

EE is included in the landline and broadband figures for the first time as all operators with a market share of at least 1.5% are included – a lower threshold than in previous years.

Plusnet and Post Office HomePhone are also included in the landline section of the report for the first time, while Plusnet is also included in broadband.

Talk Mobile and Tesco Mobile are included in the figures for pay-monthly mobile.

Claudio Pollack, director of Ofcom’s Content and Consumer Group, said: “Complaints figures help inform consumers’ choices of telecoms and pay TV services.

“There are now more providers included in our report, so people can compare complaints figures for all the biggest companies.

“While operators still have room to improve their performance, it’s encouraging to see a continuing decline in the total volume of complaints.”

For landline telephone services, complaints about EE peaked at 0.33 per 1,000 customers in the last three months of 2014.

Service problems

Complaints about EE’s landline service mainly related to problems with changing provider; fault, service and provision problems; and customer bills.

Plusnet, TalkTalk, BT and Post Office HomePhone also consistently generated complaints per thousand customers that were above the industry average for their landline services.

Virgin Media finished the year with the lowest number of complaints (0.06 per 1,000 customers) with Sky also recording fewer complaints than the average.

EE generated the most complaints for broadband as a proportion of its customer base over the nine months, with 0.42 complaints per 1,000 customers by the end of 2014.

The complaints were mainly driven by faults, service and provision problems, complaints handling and problems changing provider.

BT, Plusnet and TalkTalk also generated above industry average broadband complaints per 1,000 customers over the period.

Sky and Virgin Media both generated only 0.06 broadband complaints per 1,000 customers – below the industry average.

Complaints handling

In the pay-monthly mobile market, Vodafone was the most complained-about provider with 0.15 complaints per 1,000 customers in the fourth quarter of 2014.

However, EE was the most complained-about provider of pay-monthly mobile services over previous quarters.

Tesco Mobile generated the fewest complaints in the pay-monthly mobile market, finishing 2014 with 0.02 complaints per 1,000 customers.

Over the nine months, Ofcom received the most pay TV complaints about BT TV, although these declined slightly to reach 0.15 per 1,000 subscribers by the end of the year – five times the industry average.

The main causes of complaints were service faults and provisioning, complaints handling and problems changing provider.

TalkTalk’s TV service also generated more complaints than the industry average, though these also declined to reach 0.10 per 1,000 subscribers by the end of 2014.

Sky continued to generate the lowest volume of pay TV complaints – 0.01 for every 1,000 customers at the end of the year.

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