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EE broadband most complained about, says latest Ofcom survey

Ofcom’s latest quarterly report on customer services fingers EE as the worst of the big broadband providers in terms of complaints generated.

Figures aren’t nearly as bad as the previous quarter, showing EE racking up 0.57 complaints per 1,000 customers, down from 0.70 from three months ago. But the internet service provider formerly known as Orange is still king of the complaints in the UK for the third consecutive quarter. 

EE broadband most complained about, says latest Ofcom survey
The worst of a good bunch: Figures suggest that broadband customer satisfaction is generally on the up

TalkTalk was rated second-worst (0.36) closely followed by BT (0.33). Sky and Virgin Media however are top of the class for complaints. Sky drew just 0.10 complaints per 1,000 and Virgin Media generated a comparatively trifling 0.08.

The industry average is 0.22 complaints per 1,000. This is consistent with the figures from the last quarter. Current trends suggest that broadband-related complaints are generally decreasing, despite the industry average remaining static.

Claudio Pollack, Director of Ofcom’s Consumer Group said:

“It’s important that providers continue to work to improve their performance. We’re committed to providing consumers with valuable information to help them choose a provider that best suits their needs. Consumer complaints also help us to identify where to target any necessary enforcement action and ensure that providers comply with our rules.”

Customers generally raise a complaint with their ISP first of all, with customers able to submit formal complaints to Ofcom’s Alternative Dispute Resolution (ADR) scheme. Ofcom reveals that it regularly gets 300 complaints daily from customers. Ofcom doesn’t intervene in resolving disputes but offers advice on how to best resolve problems.


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