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EE fare worst for complaints

Ofcom figures reveal best and worst for customer complaints

Woman on phone looking at laptop

EE has fared worst for both landline and broadband customer complaints in the latest figures released by telecoms regulator Ofcom.

EE’s inclusion for the first time for landline phones revealed it to be the most complained about provider over the nine months for home phones.

Complaints mainly related to problems with changing provider, service and provision problems and customer bills.

Plusnet, TalkTalk, BT and Post Office HomePhone also consistently generated above average numbers of complaints for their landline services.

However, Ofcom’s data for the nine months to December 2014 shows a continuing decline in the total volume of complaints. Use our advice guides if you have a phone, broadband or TV problem.

Broadband satisfaction 

Ofcom also found EE generated the most complaints for broadband as a proportion of its customer base with most of the complaints relating to faults, complaints handling and problems with changing provider.

BT, Plusnet and TalkTalk also generated above average numbers of broadband complaints. Virgin Media finished the year with the lowest number of complaints.

In the Which? broadband satisfaction survey in March 2015, EE Broadband came 8th with a customer score of 50%. 

TV complaints

Ofcom received the most pay TV complaints about BT TV, at five times the industry average – despite declining slightly. TalkTalk’s TV service also generated well above average complaints, although these also declined.

Sky continued to have  the lowest volume of pay TV complaints.

Ofcom must tackle poor service

Which? executive director Richard Lloyd said: ‘Complaints about telecoms companies to Ofcom are falling, but we’ve consistently found that the biggest providers are letting their customers down with poor service. 

‘Telecoms are an essential part of people’s lives so as part of its review of digital communications Ofcom must seize the opportunity to tackle poor service and improve switching.’

An EE spokesman said: ‘We have a comprehensive programme in place to improve service and reduce complaints, and this is borne out by the Ofcom data from last year.

‘We know there is more work to do. Through our ongoing, significant investment we want to continue improving, allowing us to deliver the best customer service in the industry.’

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