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Ofcom Labels EE as UK Home Broadband ISP with Most Complaints

Thursday, March 28th, 2013 (9:46 am) - Score 13,357

Ofcom has today published its latest quarterly customer complaints report for Q4-2012, which saw complaints against Orange UK’s (EE) fixed line Home Broadband service skyrocket to be double the level of any other ISP.

The study, which only looked at telecoms firms with a market share of greater than 4%, reported that EE received an average of 0.70 complaints per 1000 customers for their fixed line broadband service in Q4-2012 (up from an already bad score of 0.50 in Q3-2012). The problems can most likely be attributed to last years ending of their “free broadband for life” offer (here).

fixed line uk broadband isp complaints q4 2012

By comparison nearly every other ISP experienced a welcome decline in complaint levels and Sky Broadband deserves praise for having the lowest complaint level of all the major fixed line internet providers.

Claudio Pollack, Director of Ofcoms Consumer Group, said:

It’s encouraging to see a continuing decline in the total volume of complaints, and we hope these figures will incentivise providers to further improve their performance. We’re committed to providing consumers with valuable information to help them choose a provider that best suits their needs.”

The study also looked at complaints against landline telephone providers, mobile operators and Pay TV providers. Sadly TalkTalk continued to generate the most complaints for landline telephone providers (0.36 complaints per 1,000 customers), which is around double the level experienced by everybody else, but they have improved.. slightly.

fixed_line_telephone_uk_complaints_q4_2012

The results for mobile and pay tv operators can be found below. Once again EE (T-Mobile and Orange UK) was the poorest for mobile, while BT continues its terrible form in the pay TV market (they definitely need to get a grip on this).

Overall though the total volume of complaints made to Ofcom continued to fall during the last quarter of 2012 (a sixth consecutive quarter of decline).

mobile_complaints_uk_q4_2012
pay_tv_uk_complaints_q4_2012

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
7 Responses
  1. Brian Storey says:

    Orange is probably at a disadvantage to some of the other players in that they cannot afford to pay any customer off who says they are going to complain.

    This is a well known practice which kind of undermines the value of this report. I’d really like to see how much each of these providers “throw” at customers who make a fuss to prevent a “dialog” turning into a category which falls on to Ofcom’s radar.

  2. Hayden Quiver says:

    orange are crap and deserve the top spot. It’s one thing to throttle users, which is bad enough. But they throttled my youtube and iplayer so much I couldnt even watch a single video. thats just ridiculous, AVOID! crap provider who lies to you about throttling…

  3. keith says:

    Virgin Media and Sky the least complained about

    BT, Orange/EE and Talk Talk the most complained about.

    Despite a few that rant here about Murdoch and his Empire or Virgin and their what appears imaginary country wide congestion. Funny how Sky and Virgin always come out better than the likes of BT and Talk Talk, was even apparent in a recent TBB survey also.

    Everyone should where possible avoid the rubbish broadband and phone services from BT, Talk Talk and Orange.

  4. bax says:

    Absolutely rubbish service. Someone at orange didnt set up my account pproperly. I was unable to get signal at home and couldnt access t-mobiles signal. Havent been able to use orange system for the last 12 months of a 24 month contract. No reductipn of monthly fee offered and no appology either. Once they sell you a phone orange are no longer interested. They simply want your money. Death to orange or whatever they call themselves these days. AVOID!!!!!!!

  5. bax says:

    P.s. giffgaff is excellent!

  6. Sumita says:

    EE are the worst ISP ever…I’ve had an ongoing dispute with them ever since I onboarded with their broadband service (and I use the term ‘service’lightly). Their arrogance is beyond belief – I’ve escalated this to dispute resolution CISAS. I’m going to hang on as I have no intention of letting them get away with things, even if I have to finally escalate to Ofcomm

  7. R says:

    We’ve had mobile provision from T-mobile for years now. Never had a problem until this year. This year we’ve had problems ranging from the phone claiming full signal but being unable to send anything, to the phone denying it’s sent anything. And this is across 4 totally different phones all on EE.

    As for their internet, it’s disgusting. We were better off on the rubbish we were on before. And we thought they were tripe. EE were supposed to be sending out a better router to try and help, but it’s been a month and nothing. We’re in a multi computer household where 3 of us are only home in the evenings. It’s not acceptable for only one of us to be able to even get online at once sometimes when 2 of us are using the net for work and a 3rd for study. Seriously considering moving my mobile provider, and urging the person paying for internet to go elsewhere. After years of being happy with T-mobile for my phone (And being impressed by the T-mob/Orange integration giving me signal practically anywhere I go), this year of abysmal service has really put my back up.

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