EE jumps back in front of BT for most complaints about broadband

Watchdog finds broadband customers are more likely to moan about EE than any of its major rivals, with most complaints relating to service faults and billing issues…

EE broadband still generates the most complaints from customers, according to a new report from the UK communications regulator Ofcom.

A few months back, when the report was last published, BT crept into the lead - if you can call it that - having caused more of its customer to complain to Ofcom than EE. Prior to that, EE had consistently been most complained about since the end of 2012.

Now it looks as though EE's complaints may well be back on the rise, having almost doubled in the first three months of this year.

Most of its complaints relate to unresolved faults and billing disputes.

Claudio Pollack, director of Ofcom's consumer group, said: "Publishing complaints data is a key part of our work to provide useful comparative information for consumers, and drive improvements in quality of service across the communications sector.

"The report highlights the performance of providers relative to each other. This is valuable information that consumers may wish to consider alongside other factors such as price and availability, for example, when choosing a provider."

Another thing to bear in mind is that, just because EE gets the most complaints, it doesn't mean to say that a lot of EE's customers are unhappy. In actual fact, less than 1 in 2,000 customers complain to Ofcom about EE.

However, the fact that those complaints are being dealt with by Ofcom - and not by EE itself - suggests the problem might've escalated after failed attempts to get a problem resolved by EE's customer service team.

The broadband providers with the fewest complaints were Sky and Virgin Media, which has been the case consistently for several years.

When you're looking to switch provider, look for the star ratings in our broadband comparison calculator. It reflects the average score given by actual customers in the latest broadbandchoices Customer Satisfaction Survey.

Click here for more mobile, TV and internet news

Are you a happy EE broadband customer? Share your thoughts in a comment below.

Want more from Anthony? Get him on Twitter, Google+ or by email

How would you rate broadbandchoices? Help us improve by writing a review

Suggested Pages

  • Plusnet Mobile - what can I get?

  • BT, Vodafone, O2 promote STEM careers to schoolgirls

  • BT the worst for broadband customer service, Virgin Media is the best

  • Which? says Utility Warehouse, Zen and John Lewis best for broadband

  • 2 for 1 pizza helps EE broadband grab a bigger slice of the UK

  • Porn filters a turn-off for up to 96% of new broadband customers

  • Vintage TV now on Freeview - get your hipster on

  • BT issues apology after broadband problems affect ‘many’ customers

  • Tesco sets sights on Skype with low cost international calls app

  • Free public Wi-Fi hotspots are coming to Beverley town centre

  • Sky Sports 5 arrives with ‘best ever’ 2 years free broadband deal

  • Vodafone 4G coming to another 1m people - could you be one of them?