Talking about “broadband services,” Ofcom said, “For the third consecutive quarter, Orange/EE generated the most complaints as a proportion of its broadband customer base at 0.57 per 1,000 customers in Q1 2013. Complaints were mainly driven by difficulties in changing provider and service issues.
“TalkTalk and BT continued to generate above average complaints at 0.36 and 0.33 complaints per 1,000 subscribers respectively.
“Virgin generated the fewest complaints for the first time since Q2 2011 at 0.08 per 1,000 customers, followed by Sky at 0.10 per 1,000 customers.”
Talking about “pay-monthly mobile services.” Ofcom said, “Ofcom received the most pay-monthly mobile complaints from T-Mobile customers during the three months to the end of March 2013.
“T-Mobile generated above average complaints at 0.19 per 1,000 customers, largely driven by issues related to billing and complaints handling. Orange and Three also generated complaints in excess of the industry average.
“O2 retained its position as the provider generating fewest complaints at 0.05 per 1,000 customers. The gap between O2 and Virgin Mobile, which generated second fewest complaints at 0.06 per 1,000 customers, has narrowed in recent quarters.”
Director of consumer group at Ofcom, Claudio Pollack, 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.”
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