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Ofcom figures show EE still most complained-about broadband provider

Friday, July 8th 2016 by Phil Wilkinson-Jones

New complaints figures published by Ofcom show that EE remains the UK’s most complained-about broadband provider.

The communications regulator received 34 complaints about EE per 100,000 customers between January and March 2016.

EE has now been named the most complained-about broadband provider for each of the past three quarters.

Complaints about BT were at 31 per 100,000 customers, up from 28 in the previous three months.

TalkTalk’s level of complaints fell from 31 to 30 and Plusnet’s dropped from 32 to 27, but both companies were still well above the industry average of 19.

Virgin Media (eight complaints per 100,000 customers) and Sky (six) continued to be the least complained-about broadband companies.

Vodafone continued to be the most complained-about mobile provider, racking up 29 complaints per 100,000 customers.

That figure is down from 32 last quarter, but still much higher than the industry average of nine.

The second most complained-about mobile provider between January and March was TalkTalk with eight per 100,000 customers.

For the second quarter in a row, Ofcom received only one complaint per 100,000 customers about Tesco, making it the least complained-about mobile provider.

Landline and TV

The most complained-about landline provider was the Post Office, whose complaints rocketed from 20 per 100,000 customers in the previous quarter to 29 from January to March.

TalkTalk complaints fell to 28 from 30 in the previous quarter. EE (22), Plusnet (21) and BT (19) were also above the industry average of 15.

Ofcom received only six complaints per 100,000 customers for Sky and Virgin Media.

The most complained-about pay TV provider between January and March was BT with 20 complaints per 100,000 customers compared to 15 the previous quarter.

Complaints about TalkTalk fell from 14 to nine, while complaints about Virgin Media rose slightly and was the same as the industry average of four.

Sky was again the least complained-about pay TV provider, with just one complaint per 100,000 customers.

Ofcom said the overall volume of telecoms and pay TV complaints remained stable between the last three month of 2015 and the first three of 2016, while there was a “slight decline” in the number of pay-monthly mobile complaints.

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