{"id":7088,"date":"2014-06-27T10:44:00","date_gmt":"2014-06-27T09:44:00","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=7088"},"modified":"2014-06-27T10:52:52","modified_gmt":"2014-06-27T09:52:52","slug":"ofcom-reports-sharp-rise-ee-home-broadband-complaints-q1-2014","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2014\/06\/ofcom-reports-sharp-rise-ee-home-broadband-complaints-q1-2014.html","title":{"rendered":"Ofcom Reports Sharp Rise in EE Home Broadband Complaints for Q1 2014"},"content":{"rendered":"<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>&#8217;s quarterly consumer complaints report for Q1 2014 reveals that gripes about &#8220;<em>service faults, billing and issues with changing provider<\/em>&#8221; have triggered a sudden surge in complaints against <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>&#8217;s fixed line home broadband packages, which means they&#8217;ve overtaken <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a> to become the most complained about of all the largest ISPs. Meanwhile <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/tt\" rel=\"nofollow\" target=\"_blank\">TalkTalk<\/a> continued to be the worst for fixed phone lines.<\/p>\n<p><!--more--><\/p>\n<p>Overall <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>&#8217;s home broadband service generated 0.42 complaints per 1,000 customers, which represents a sharp rise from a score of just 0.29 at the end of last year. However it&#8217;s important to stress that <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>&#8217;s report only includes a handful of the biggest providers (i.e. those that hold a market share of greater than 4%) and is not a gauge for the whole market.<\/p>\n<p>By comparison most of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> rivals saw no significant change over the previous quarter and instead held broadly steady at around their existing levels, with <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vm\" rel=\"nofollow\" target=\"_blank\">Virgin Media<\/a> and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/bskyb\" rel=\"nofollow\" target=\"_blank\">Sky Broadband<\/a> continuing to receive the lowest level of complaints (proportionally).<\/p>\n<blockquote class=\"bq1\"><p><strong>Tom Mockridge, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vm\" rel=\"nofollow\" target=\"_blank\">Virgin Media<\/a>&#8217;s CEO, told ISPreview.co.uk:<\/strong><\/p>\n<p>&#8220;<em>Whilst it is great to see customers have told <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> we are better than <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a>, Sky and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/tt\" rel=\"nofollow\" target=\"_blank\">TalkTalk<\/a>, there is always room for improvement. We believe we can do even more and are working hard to deliver the best customer experience every time<\/em>.&#8221;<\/p><\/blockquote>\n<div align=\"center\"><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" src=\"http:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2014-internet-statistics\/fixed_line_uk_broadband_isp_complaints_q1_2014.gif\" alt=\"fixed_line_uk_broadband_isp_complaints_q1_2014\" \/><\/div>\n<p>Meanwhile <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/tt\" rel=\"nofollow\" target=\"_blank\">TalkTalk<\/a> continued to generate the most complaints of all the big <strong>fixed line phone providers<\/strong> (0.28 complaints per 1,000 customers), which is up ever so slightly from 0.27 at the end of last year. Broadly most of the operators held fairly steady but there was a very slight overall increase in complaint volumes.<\/p>\n<div align=\"center\"><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" src=\"http:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2014-internet-statistics\/fixed_line_phone_complaints_q1_2014.gif\" alt=\"fixed_line_phone_complaints_q1_2014\" \/><\/div>\n<p>As for <strong>mobile operators<\/strong>, general complaint volumes remained fairly low but once again EE did poorly (0.12 complaints per 1,000 customers), which Ofcom again describing them as being &#8220;<em>twice the industry average and largely driven by issues related to complaints handling, billing and issues with changing provider<\/em>.&#8221; However it should be noted that Ofcom now aggregates complaints from Orange and T-Mobile into EE&#8217;s score.<\/p>\n<div align=\"center\"><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" src=\"http:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2014-internet-statistics\/mobile_complaints_q1_2014.gif\" alt=\"mobile_complaints_q1_2014\" \/><\/div>\n<p>On the <strong>Pay TV<\/strong> front it&#8217;s little surprise to find that <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a> TV still grabs most of the complaints (0.25 per 1,000 subscribers), with TalkTalk TV not far behind (0.19 per 1,000 subscribers). But BT&#8217;s complaint levels have continued to fall (from 0.31 at the end of last year), while the rest held stable.<\/p>\n<div align=\"center\"><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" src=\"http:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2014-internet-statistics\/pay_tv_complaints_q1_2014.gif\" alt=\"pay_tv_complaints_q1_2014\" \/><\/div>\n<blockquote><p><strong>Ofcoms Complaints Report Q1 2014<\/strong><br \/>\n<a href=\"http:\/\/stakeholders.ofcom.org.uk\/binaries\/research\/telecoms-research\/complaints\/Q1-2014.pdf\" target=\"_blank\">http:\/\/stakeholders.ofcom.org.uk\/binaries\/&#8230;\/Q1-2014.pdf<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Ofcom&#8217;s quarterly consumer complaints report for Q1 2014 reveals that gripes about &#8220;service faults, billing and issues with changing provider&#8221; have triggered a sudden surge in complaints against EE&#8217;s fixed line home broadband packages, which means they&#8217;ve overtaken BT to become the most complained about of all the largest ISPs. Meanwhile TalkTalk continued to be [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,405,36,66,34,74,475],"class_list":["post-7088","post","type-post","status-publish","format-standard","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-ee","tag-ofcom-regulation","tag-sky-broadband","tag-statistics","tag-talktalk","tag-virgin-media"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ofcom Reports Sharp Rise in EE Home Broadband Complaints for Q1 2014 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Ofcom&#039;s quarterly consumer complaints report for Q1 2014 reveals that gripes about &quot;service faults, billing and issues with changing provider&quot; have\" \/>\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\/2014\/06\/ofcom-reports-sharp-rise-ee-home-broadband-complaints-q1-2014.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Reports Sharp Rise in EE Home Broadband Complaints for Q1 2014 - 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