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.
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