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EE tops broadband complaints list in Q1

Paloma Kubiak
Written By:
Paloma Kubiak
Posted:
Updated:
08/07/2016

EE has topped the broadband complaints list while the Post Office is the most complained about telephone provider.

The communication regulator, Ofcom, has today published data on the number of complaints it received against the major providers of telecoms and pay TV services.

The latest statistics, which cover the three months to March 2016, reveal complaints made about broadband, telephone, mobile and pay TV providers.

Ofcom said the total volume of telecoms and pay TV complaints remained stable between the fourth quarter of 2015 and the first quarter of 2016, with a slight decline in pay-monthly mobile complaints.

Here are the complaints statistics:

Broadband (complaints per 100,000)

EE – 34
BT – 31
TalkTalk – 30
Plusnet- 27
The industry average is 19 and both Virgin Media and Sky fell below this level with eight and six complaints per 100,000.

Telephone (complaints per 100,000)

Post office – 29
TalkTalk – 28
EE – 22
Plusnet – 21
BT – 19
The industry average is 15 and again, both Sky and Virgin fell below this mark with six complaints each per 100,000.

Mobile (complaints per 100,000)

Vodafone – 29
Talk Mobile – 8
EE – 6
Virgin Mobile – 5
Three – 3
O2 – 3
Tesco – 1
The industry average is nine complaints per 100,000 so Vodafone is much higher.

Pay TV – (complaints per 100,000)

BT – 20
TalkTalk – 9
Virgin Media – 4
The industry average is four and Sky received the fewest complaints with one per 100,000.

Ofcom said by publishing the complaints data, it aims to give people who are looking for a new provider useful information for comparing companies’ performance.

It added that the data “also offers an incentive to providers to improve their performance.”

An EE spokesperson said: “We’ve added 500 service staff and are adding 500 more as part of our commitment to bring 100% of EE call centres back to the UK and Ireland by the end of 2016, and are pleased that this has helped reduce mobile complaints even further below the industry average.

“While complaints have dropped or stayed flat in all categories, there is still more work to be done to improve our landline and broadband service. Our customers will see further improvements as we continue to invest heavily in providing the best possible experience for our customers.”