EE broadband gets most complaints

Ofcom finds UK broadband customers are more likely to complain about EE than any of its major rivals, with most complaints relating to service issues or difficulty switching to a new provider.

EE broadband customers are significantly more likely to make a complaint than those of any other major provider, according to a new report.

Ofcom, the UK communications regulator, compared levels of broadband complaints that were made to Ofcom about the five main providers - BT, Sky, Virgin Media, EE and TalkTalk - between January and March 2013.

EE's broadband generated the most complaints in proportion to its customer base, at 0.57 complaints per 1,000 customers during the three-month period.

The main problem areas were difficulties switching provider and service issues.

An EE spokesperson told broadbandchoices.co.uk: "We strive to offer our customers the best service at all times. We take all complaints we receive very seriously and will take on board the findings of this latest Ofcom report."

The quarterly data represents the third consecutive period in which EE was the most complained-about provider.

Previously, TalkTalk had generated the most complaints about broadband for two years running, but improved customer service has helped bring about a dramatic change in the past 12 months.

Claudio Pollack, director of Ofcom's consumer group, said: "It's important that providers continue 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 providers comply with our rules."

In the first three months of this year, it was Virgin Media and Sky that generated fewest complaints about broadband, at just 0.08 and 0.10 complaints per 1,000 customers respectively.

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