Orange and T-Mobile attract most customer complaints

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The EE brands both generated higher than average numbers of complaints from customers, while O2 retained its position as the least complained about mobile provider

EE brands T-Mobile and Orange were the most complained about mobile providers between July and September.

Ofcom’s third quarter report shows that T-Mobile generated 0.13 complaints per 1,000 customers, largely driven by issues related to billing and complaints handling. The industry average is 0.07 per 1,000 customers.

Orange and (for the first time in two years) Virgin Mobile also generated complaints in excess of the industry average, at 0.12 and 0.09 per 1,000 customers respectively.

Three UK received 0.06 per 1,000 and Vodafone 0.5 per 1,000.

O2 generated the fewest complaints at 0.03 per 1,000. It has been the least-complained about operator for the last two years.

1 COMMENT

  1. This critical view of EE’s legacy brands doesn’t surprise me in the slightest , the organisation is in a strange place at the moment.

    Driving higher profit margins out of its customers than ever and taking pay and benefits from staff hand over fist ( read last weeks mobile news ) doesn’t create a positive organisation – and this negativity is now starting to filter through frontline and there customer support structures.

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