Vodafone mobile complaints rocket

Published by Helen Knapman on 30 March 2016.
Last updated on 30 March 2016

Complaints about Vodafone’s mobile service rocketed in the three-months from October to December 2015, new data reveals. 

Telecoms regulator Ofcom says it received 32 complaints per 100,000 customers about the provider – up from 20 complaints in the previous quarter (July to September 2015) when it was also the most complained about.

This is more than three times the mobile industry complaints average of 10 per 1000,000 customers.

In comparison, Tesco Mobile received the fewest number of complaints over the same period, at just one per 100,000 customers.

Only this month Moneywise has been fighting for the rights of two unhappy Vodafone customers, with the outcome due to be published in our May magazine.

Vodafone says Ofcom’s complaints data “largely relates” to problems that occurred when it transferred customers onto a new billing system last year.

However, it adds that now that the migration is “essentially” complete, it expects investment in its network and services “will start to deliver a step change in customer experience”. A spokesperson says: “We are working hard to improve our customers’ experience and more recent data is showing an improvement.

“Due to new processes we have put into place, helped by significant additional call centre resources, we believe that customers will continue to see further improvements over the coming months. We would like to apologise to any customer who has had an issue with our service.”

EE most complained about broadband provider, again

EE meanwhile is yet again the most complained about broadband provider, although complaints to Ofcom about it fell between October and December to 34 per 100,000 customers, from 45 the previous quarter.

 

Sky was the least complained about broadband provider with six complaints per 100,000 customers – the same as the industry average.

 

When it comes to landlines, TalkTalk overtook EE and Plusnet to receive the most complaints between October and December at 30 per 100,000 customers.

It’s likely this is partly due to a massive cyber attack is suffered late last year.

 

Virgin Media was the least complained about landline provider with five complaints per 100,000, compared to an industry average of 15.

On the paid-TV front, BT was again the most complained about, although its complaints have fallen from 25 per 100,000 in the third quarter of the year, to 15 between October and December.

The least complained about paid-TV provider was Sky, with one complaint per 100,000 compared to an industry average of four.

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. 

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