EE and BT have generated the highest number of complaints from consumers over mobile phone and broadband services in the past three months, according to new data from Ofcom.
The communications watchdog’s Q3 report shows the number of issues logged by customers of major telecoms firms. In the broadband market EE scored the worst, with 0.45 complaints per 1,000 customers, up from 0.32 in the previous quarter. This was just above BT's 0.41 complaints for the third quarter.
An EE spokesperson said the firm was disappointed and would take the feedback on board to try and improve its services, claiming improvements have already been made.
"We have an ongoing programme to improve service performance and we’re pleased to see that the number of complaints about our mobile services continues to drop."
BT apologised for letting its customers down and said it was making changes to try and addresses the issues that had been raised.
“BT’s focus is on providing a high-quality service and we’re disappointed whenever we let a customer down. We have introduced changes aimed at making it easy for our customers, which we believe will have a positive impact in reducing complaints," a spokesperson said.
Rounding out the broadband tables, TalkTalk scored a 0.27 complaints per 1,000 score, its best performance since Ofcom started recording customer complaints data, although still worse than the industry average. Sky performed better at 0.09, while Virgin Media was the best performer at 0.08 (see table below).
Meanwhile, in the mobile market, EE also performed the worst, with its two brands, T-Mobile (0.13) and Orange (0.12) logging the most complaints. Virgin Mobile was third worst with 0.09, then Three on 0.06. Vodafone received 0.05 and O2 performed the best, once again, with 0.03 complaints (see table below).
O2 said it was pleased to retain its number-one position. “Our focus is to continue providing our customers with great customer service,” the firm added.
Claudio Pollack, director of Ofcom’s Consumer Group, said the data should help both consumers, businesses and telecoms firms by providing a benchmark in service quality.
“We also hope this data will incentivise providers as they work to address issues driving complaints and improve their performance,” he added.
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