{"id":20117,"date":"2020-01-24T10:28:12","date_gmt":"2020-01-24T10:28:12","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=20117"},"modified":"2020-01-24T10:37:56","modified_gmt":"2020-01-24T10:37:56","slug":"vodafone-created-most-uk-complaints-in-q3-2019-ofcom-study","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/01\/vodafone-created-most-uk-complaints-in-q3-2019-ofcom-study.html","title":{"rendered":"Vodafone Created Most UK Complaints in Q3 2019 – Ofcom Study"},"content":{"rendered":"

Ofcom<\/a> has today published their latest Q3 2019 consumer complaints report, which reveals that UK ISP Vodafone<\/a> attracted the most gripes for fixed line broadband, home phone and mobile (Pay Monthly) service. Meanwhile Virgin Media<\/a> took the most flak their Pay TV service.<\/p>\n

The following report only covers complaints that the regulator itself has received and not those sent directly to either an ISP, ISPA<\/a>, ADR complaints handler (i.e. Ombudsman Services<\/strong> or CISAS<\/strong>) or other agencies. Ofcom<\/a> does not itself deal with individual complaints but they do monitor them and can take action if enough people raise a concern.<\/p>\n

NOTE:<\/strong> Ofcom<\/a> received around 96,000 calls and items of correspondence directly from consumers in 2018\/19.<\/div>\n

Otherwise the results below reflect a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers per provider), which makes it easier to compare providers in a market where the largest ISPs can vary in size. The regulator’s study only covers feedback from the largest ISPs – those with a market share of at least 1.5% – due to limited data.<\/p>\n

Overall the total volume of complaints across all service sectors has increased since the Q2 report and the overall level of consumer satisfaction with communications services is listed as 86% for landline phone, 83% for broadband and 93% for mobile. We recommend readers check out our ISP Complaints and Advice<\/strong><\/a> section for more information on how, where and when to submit a complaint.<\/p>\n

Fergal Farragher, Ofcom’s Director of Consumer Policy, said:<\/strong><\/p>\n

“People have never had more choice in the phone and broadband markets. It\u2019s also never been easier to switch your service. So companies that don\u2019t prioritise great service could see customers leaving them for ones that do.”<\/p><\/blockquote>\n

Fixed Line Home Broadband Complaints<\/strong><\/span><\/h3>\n

Overall Vodafone<\/a> continued to generate the highest volume of fixed broadband complaints, with most of their related gripes being about faults, service and provisioning issues (38%). The other main drivers of Vodafone<\/a>’s complaints were complaints handling itself (26%) and issues related to switching ISP (15%). The only good news is that the level of complaints they received has reduced.<\/p>\n

However we couldn’t help but notice that Virgin Media<\/a> is suddenly attracting a lot more gripes, which could be related to the fact that they raised their prices during the same period. Meanwhile EE<\/a> and Sky Broadband<\/a> deserve some praise for generating the lowest volume of fixed broadband complaints.<\/p>\n

\"ofcom_fixed_line_broadband_complaints_q3_2019\"<\/p>\n

Fixed Line Phone Complaints<\/strong><\/span><\/h3>\n

Sadly Vodafone also managed to increase their complaint levels to become the most moaned about provider for home phone services too. Vodafone’s main complaint drivers were faults, service and provisioning issues (31%), complaints handling (23%) and issues related to switching provider (23%). Once again the same surge in Virgin Media<\/a>’s complaints, which we touched on above, can also be seen below.<\/p>\n

As above, both EE<\/a> and Sky Broadband<\/a> deserve praise for once again generating the lowest volume of landline phone complaints.<\/p>\n

\"ofcom_fixed_line_phone_complaints_q3_2019\"<\/p>\n

Mobile Complaints<\/strong><\/span><\/h3>\n

As if things weren’t bad enough, Vodafone have made it a triple whammy by managing to attract the most moans for their Pay Monthly mobile service too. Vodafone’s main complaints drivers here were complaints handling (35%), issues relating to billing, pricing and charges (26%) and issues related to switching provider (20%).<\/p>\n

Overall quite a few providers showed a rise in complaints this quarter, while Tesco Mobile<\/a> generated the lowest volume of complaints.<\/p>\n

\"ofcom_mobile_complaints_q3_2019\"<\/p>\n

Pay TV Complaints<\/strong><\/span><\/h3>\n

Virgin Media has seen gripes against their TV service surge so much that they’ve now become the most complained about provider again. Most of the gripes against them focused upon issues with complaints handling (44%), as well as billing, pricing and charges (21%), and faults, service and provisioning issues (17%). Meanwhile Sky TV continued their trend of being the provider with the fewest gripes.<\/p>\n

\"ofcom_pay_tv_complaints_q3_2019\"<\/p>\n

Ofcom’s Consumer Complaints Report Q3 2019<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-pay-tv-complaints-q3-2019.pdf<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom has today published their latest Q3 2019 consumer complaints report, which reveals that UK ISP Vodafone attracted the most gripes for fixed line broadband, home phone and mobile (Pay Monthly) service. Meanwhile Virgin Media took the most flak their Pay TV service.<\/p>\n","protected":false},"author":1,"featured_media":20118,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,405,32,36,84,113,66,34,74,63,475,96],"class_list":["post-20117","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-ee","tag-o2","tag-ofcom-regulation","tag-plusnet","tag-postoffice","tag-sky-broadband","tag-statistics","tag-talktalk","tag-three-uk","tag-virgin-media","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nVodafone Created Most UK Complaints in Q3 2019 - Ofcom Study - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Ofcom has today published their latest Q3 2019 consumer complaints report, which reveals that UK ISP Vodafone attracted the most gripes for fixed line\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/01\/vodafone-created-most-uk-complaints-in-q3-2019-ofcom-study.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Vodafone Created Most UK Complaints in Q3 2019 - 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