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Friday, December 13, 2013

Ofcom reveals the UK’s most complained-about mobile phone networks

Quarterly report reveals telecoms and pay TV complaints

Ofcom has published its latest quarterly report, which shows details of the amount of complaints it’s received about major telecoms and pay TV providers. This new report covers the period from July to September 2013.

Overall there was a slight increase in the total number of complaints from the previous quarter, which had shown the biggest drop for a year. The number of complaints about mobile services decreased but complaints about landline telephone, broadband and pay TV rose.

Once again, T-Mobile generated the highest volume of ‘pay monthly’ mobile phone complaints - 0.13 per 1,000 customers - mainly resulting from billing and complaints handling. EE stablemate Orange was in second place (0.12 per 1,000 customers) while third place Virgin Mobile generated complaints in excess of the industry average for the first time in two years.

O2 remained as the service provider generating the fewest complaints (0.03 per 1,000 customers), followed by Vodafone (0.05) and Three (0.06).

‘Pay as you go’ complaints weren’t revealed due to the relatively low levels.

TalkTalk still generated the most landline complaints, although these are now at their lowest level since Ofcom began publishing data. Orange/EE generated the most complaints for broadband, while BT TV had the most Pay TV complaints.

Claudio Pollack, Director of Ofcom’s Consumer Group, said  “We’re committed to providing valuable and transparent information to help consumers make an informed decision when considering an alternative provider or a new service. We also hope this data will incentivise providers as they work to address issues driving complaints and improve their performance.”

[Ofcom quarterly report]

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Author: The Fonecast
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