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Wednesday, June 27, 2012

Ofcom publishes UK telecoms complaints for the first quarter of 2012

Fewest mobile complaints about O2, most mobile complaints about Three

Telecoms regulator Ofcom has published details of the complaints it’s received during the first three months of this year. It’s the fifth edition of quarterly data from the regulator; the current publication includes statistics about mobile phone, fixed-line telephone, fixed broadband and Pay TV providers.

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As in previous quarters, mobile telephony (which excludes mobile broadband data-cards and dongles) generates a lower level of complaints than fixed-line voice and broadband services. All providers with more than 4% market share are covered: 3 UK, O2, Orange, T-Mobile, Vodafone and Virgin Mobile.

Ofcom received fewer complaints about O2 during the quarter compared with the other providers (2 complaints per 100,000 customers), while it received the most complaints about Three UK (14 complaints per 100,000 customers). It says the complaints against Three appear to have been driven by complaints relating to disputed charges and customer service issues.

The data only covers complaints that consumers have reported to Ofcom, not complaints that have been made directly to service providers.

[Telecoms Complaint Data; Quarterly report (pdf)]

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Author: The Fonecast
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