{"id":7622,"date":"2015-05-12T11:08:03","date_gmt":"2015-05-12T10:08:03","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=7622"},"modified":"2015-05-12T11:12:35","modified_gmt":"2015-05-12T10:12:35","slug":"ofcom-publish-q2-2014-broadband-phone-mobile-tv-complaints-report","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2015\/05\/ofcom-publish-q2-2014-broadband-phone-mobile-tv-complaints-report.html","title":{"rendered":"Ofcom Publish 2014 Broadband, Phone, Mobile and TV Complaints Report"},"content":{"rendered":"

The communications regulator has today published their latest quarterly consumer complaints report to the end of 2014 and unsurprisingly, despite a general flatness in complaint volumes, there are still some familiar names topping the tables. We’re looking at you EE<\/a> (fixed broadband and phone), Vodafone<\/a> (mobile) and BT<\/a> (Pay TV).<\/p>\n

<\/p>\n

Ofcom<\/a>’s report tends to focus on just a handful of the markets largest providers, specifically those that hold a market share of +4%. At least they use to because the eagle eyed among you will have noticed that it’s been almost a year since Ofcom<\/a> published their last summary of complaints for Q1 2014 (here<\/a>), which the regulator tells us is because they’ve been busy revising their methodology.<\/p>\n

In particular the threshold for inclusion has been adjusted to include operators with a customer market share of at least 1.5%<\/strong>, which means that today’s report covers more providers and summarises the last three quarters of data (Q2, Q3 and\u00a0Q4 2014).<\/p>\n

As such today’s report notes that EE<\/a>, Plusnet<\/a> and the Post Office are now included in landline phone complaints. In addition, Plusnet<\/a> is included in broadband, while Talk Mobile and Tesco Mobile<\/a> are included in the pay-monthly mobile figures.<\/p>\n

The Results<\/strong><\/span><\/h3>\n

Generally speaking the overall volume of complaints has come down a little in some areas, largely thanks to the “name and shame<\/em>” approach of reports like this one. But on the broadband front it was sadly no surprise to find that EE<\/a> continued to attract the most consumer gripes, generating 0.42 complaints per 1,000 customers by the end of 2014.<\/p>\n

By comparison Virgin Media<\/a> and Sky Broadband<\/a> happily continued to attract the lowest volume of complaints of all the big providers, much as they have done for many prior quarters.<\/p>\n

\"fixed_line_uk_broadband_isp_complaints_q4_2014\"<\/div>\n

Sadly EE also attracted the most complaints for fixed line phone services, topping the table with a score of 0.33 per 1,000 customers in Q4 2014. Meanwhile Sky Broadband<\/a> and Virgin Media<\/a> both managed to walk away looking fairly unscathed, having finished the year with the lowest level of complaints.<\/p>\n

\"fixed_line_phone_complaints_q4_2014\"<\/div>\n

Interestingly the results for mobile operators have seen some change, with EE being overtaken as the most complained about operator by Vodafone<\/a> (0.15 complaints per 1000 customers in Q4 2014).<\/p>\n

\"mobile_complaints_q4_2014\"<\/div>\n

Finally, the Pay TV market appears to have shown most improvement, with all operators reporting a steady fall in consumer complaints. Never the less BT<\/a> and TalkTalk<\/a> still top the table and by a fairly noticeable margin.<\/p>\n

\"pay_tv_complaints_q4_2014\"<\/div>\n

Ofcom<\/a>’s Complaints Report Q4 2014<\/strong>
\nhttp:\/\/stakeholders.ofcom.org.uk\/market-data-research\/..\/complaints\/Q4-2014\/<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

The communications regulator has today published their latest quarterly consumer complaints report to the end of 2014 and unsurprisingly, despite a general flatness in complaint volumes, there are still some familiar names topping the tables. We’re looking at you EE (fixed broadband and phone), Vodafone (mobile) and BT (Pay TV).<\/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":[150,474,405,32,36,84,113,66,34,74,63,475,96],"class_list":["post-7622","post","type-post","status-publish","format-standard","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":"\nOfcom Publish 2014 Broadband, Phone, Mobile and TV Complaints Report - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The communications regulator has today published their latest quarterly consumer complaints report to the end of 2014 and unsurprisingly, despite a\" \/>\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\/2015\/05\/ofcom-publish-q2-2014-broadband-phone-mobile-tv-complaints-report.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Publish 2014 Broadband, Phone, Mobile and TV Complaints Report - 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