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EE tops phone/broadband complaints

Published 12/05/2015

EE has come top of the list for landline and broadband complaints
EE has come top of the list for landline and broadband complaints

EE has fared worst for both landline and broadband customer complaints in the last figures released by Ofcom.

Ofcom's data for the nine months to December shows a continuing decline in the total volume of complaints.

EE's inclusion for the first time in the ranking for landline telephone services revealed it to be the most complained-about provider over the nine months, with complaints peaking at 0.33 per 1,000 customers in the fourth quarter of last year.

Complaints mainly related to problems with changing provider, service and provision problems and customer bills.

Plusnet, TalkTalk, BT and Post Office HomePhone also consistently generated above-average numbers of complaints for their landline services.

Virgin Media finished the year with the lowest number at 0.06 per 1,000 customers.

EE also generated the most complaints for broadband as a proportion of its customer base, at 0.42 complaints per 1,000 customers by the end of last year - with most relating to faults, complaints handling and problems with changing provider.

BT, Plusnet and TalkTalk also generated above-average numbers of broadband complaints.

Ofcom received the most pay TV complaints about BT TV, at five times the industry average - despite declining slightly to 0.15 per 1,000 subscribers by the end of the year.

TalkTalk's TV service also generated well above-average complaints, although these also declined to 0.10 per 1,000 subscribers.

Sky continued to generate the lowest volume of pay TV complaints at 0.01 for every 1,000 customers.

Claudio Pollack, director of Ofcom's content and consumer group, said: "Complaints figures help inform consumers' choices of telecoms and pay TV services.

"There are now more providers included in our report, so people can compare complaints figures for all the biggest companies.

"While operators still have room to improve their performance, it's encouraging to see a continuing decline in the total volume of complaints."

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