EE tops mobile and broadband complaints

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Ofcom’s Q1 results reveal EE brands T-Mobile and Orange were the most complained about, with O2 the least

Orange, T-Mobile and parent company EE are the most complained about broadband and mobile providers, Ofcom revealed today.

The regulator received the most postpay mobile complaints from T-Mobile customers during the three months to the end of March.

The network, which is part of EE, generated above average complaints at 0.19 per 1,000 customers.

These were largely related to billing issues and complaints handling, Ofcom said.

Orange, also part of EE, also generated higher than average complaints, with 0.16 per 1,000.

Three took third place, with 0.14 complaints per 1,000 customers.

Vodafone, Virgin and O2 complaints fell below the industry average of 0.11, with the networks responsible for 0.09, 0.06 and 0.05 complaints respectively.

Ofcom did not receive enough complaints from prepay providers to include them in its findings.

Broadband

For the third consecutive quarter, Orange/EE generated the most complaints as a proportion of its broadband customer base at 0.57 per 1,000 customers in the first three months of the year. The two networks were considered together as Orange’s existing fixed broadband customers are being transitioned onto EE, the regulator added.

Complaints were mainly driven by difficulties in changing provider and service issues, Ofcom said.

TalkTalk and BT generated above average complaints at 0.36 and 0.33 complaints per 1,000 subscribers respectively, followed by Sky at 0.10 per 1,000 customers.

For the first time since the second quarter of 2011, Virgin had the fewest complaints, with 0.08 per 1,000 customers.

1 COMMENT

  1. Starting to think EE should have waited before launching LTE. The attitude towards the network has possibly never been lower right now with even basic services such as calling and texting problematic for many. Including me!

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