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EE still most complained-about broadband provider, Ofcom says

Wednesday, March 30th 2016 by Ellen Branagh

EE remain the most complained-about broadband provider according to the latest quarterly results from Ofcom.

The regulator releases data each quarter on the number of consumer complaints it received against major telecoms and pay TV providers, allowing consumers to compare performance.

The latest figures, which cover the three-month period from October to December 2015, show a decrease in the total volume of telecoms and pay TV complaints compared to the previous quarter.

This included a drop in the average number of complaints about broadband, landline, and pay TV, with the only increase during the period coming in the pay monthly mobile sector.

Average complaints about broadband dropped from 22 per 100,000 customers in the previous quarter to 19 per 100,000, though this was still higher when compared to the same period in 2014, at 16.

The most complained-about broadband provider was EE, with 34 complaints per 100,000 customers. The company also received the highest proportion of complaints the previous quarter, though the volume dropped significantly from 45 per 100,000.

Ofcom received 32 complaints about Plusnet per 100,000 customers, though the regulator said different methodologies meant Plusnet's performance in the quarter was comparable to EE’s.

TalkTalk’s complaints were numbered at 31 per 100,000 customers, dropping from 33 the previous quarter, despite its data breach in October, though the number was higher than the previous year’s total of 23 per 100,000.

Complaints about BT stood at 28 per 100,000 – a drop from 35 the previous quarter.

And it was Virgin Media and Sky who helped pull the industry average down for broadband, with just seven and six complaints per 100,000 customers respectively.

Landline, pay TV and mobile

While it didn’t top the table for broadband complaints, TalkTalk was the most complained-about landline provider, with 30 per 100,000, compared to an industry average of 15. This was followed by EE and Plusnet at 25, Post Office at 20 and BT at 19.

Again, Sky and Virgin Media were the least complained-about providers, with seven and five complaints per 100,000 customers.

Ofcom received fewer complaints, on average, for the pay TV sector, at four per 100,000 customers, down from five the previous quarter.

It received the most about BT, at 15 per 100,000, followed by TalkTalk with 14.

Complaints about Virgin Media stood at three per 100,000, while Sky was the least complained-about pay TV provider for the quarter, with just one complaint per 100,000 customers.

Mobile was the only sector to see a rise in the average number of complaints, up from nine per 100,000 the previous quarter to 10 per 100,000.

Vodafone was the most complained-about mobile provider, at 32 per 100,000 customers, rocketing from 20 per 100,000 the previous quarter and up from 15 per 100,000 in the same period in 2014. All other providers dipped under the industry average.

When it came to mobile, Ofcom received fewest complaints about Tesco, with just one complaint per 100,000 customers in the last quarter of 2015.

Ofcom last week announced plans to make it easier for mobile customers to switch between providers, revealing that around 2.5m people who changed mobile provider in the past 18 months have suffered at least one major problem.

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