EE tops broadband complaints tables, again
EE is yet again the most complained about broadband provider in the UK, receiving twice as many complaints as the industry average between July and September.
According to the latest figures from Ofcom, the communications regulator, EE received 45 complaints per 100,000 broadband customers - above the industry average of 22 per 100,000 customers.
There was no sign of improvement from the 45 complaints per 100,000 broadband customers complaints EE also received during the second quarter of the year.
Plusnet, BT and TalkTalk didn’t fare much better, with 37, 35 and 33 complaints per 100,000 customers respectively.
At the other end of the scale, Virgin Media received the fewest number of broadband complaints with 6 per 100,000 customers.
The regulator’s figures show that between July and September, broadband was the most complained about communications service, narrowly ahead of home phones. Both were complained about twice as frequently as mobile phone contracts, and at least three times as often as paid TV services.
So which were the worst home phone, mobile and TV providers?
Challenger brands topped the tables for complaints about home phone lines. The two worst offenders were EE and Plusnet, which received twice as many complaints as the industry average, at 34 and 33 complaints per 100,000 customers respectively.
In contrast, Virgin Media topped the table again with six complaints per 100,000 customers.
Vodafone meanwhile was the most complained about pay monthly mobile provider, receiving 20 complaints per 100,000 customers - twice as many as the second most complained about, EE.
Tesco Mobile fared best, with just one complaint per 100,000 customers.
In the paid TV space, BT received five times as many complaints as the industry average at 25 per 100,000 customers. It’s likely this is in part due to its decision to bill customers for a premium BT Sports package by default in August, although it later offered a no-quibbles refund to those who didn’t want to pay extra, following intervention by the regulator.
In this field Sky scored best, with two complaints per 100,000 customers.
Ewan Taylor-Gibson, telecoms expert at uSwitch.com, said: “Ofcom's complaints data will no doubt resonate with customers of those companies flagged as the worst offenders."
Unhappy with your provider? Complain
If you’re not happy with the service of your mobile, broadband, home phone, or TV provider, complain. You can complain to the company involved in the first instance – online complaints tool Resolver (resolver.co.uk) could help with this.
And if that doesn’t work, you can take your complaint to the ombudsman service your provider is signed up to, which is most likely to be the Ombudsman Services (ombudsman-services.org) or the Communications and Internet Services Adjudication Scheme (CISAS), which can be found at cedr.com/cisas.
What does EE say?
An EE spokesperson said: “We are working hard to address issues with landline and broadband. We’ve already introduced a broadband service improvement programme and, together with the creation of 500 new UK roles, we are already seeing positive results.
“While it’s too soon for these improvements to be reflected in Ofcom’s figures, we hope to see a positive decline in future reports.”
If you’ve have a complaint about a financial service product you have bought but the company you bought it from refuses to resolve your problem after eight weeks, the Ombudsman can help. The Ombudsman will investigate and resolve the matter. The Ombudsman is independent and its service is free to consumers. The Ombudsman may find in the company’s favour but consumers don’t have accept its decision and are always free to go to court instead. But if they do accept an Ombudsman’s decision, it is binding both on them and on the business.