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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.
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