• Ofcom’s quarterly Telecom and PayTV Complaints report revealed comparatively positive numbers for BT Consumer’s fixed broadband and landline offerings, but mixed results in mobile, with EE excelling compared with a struggling BT Mobile.

Ofcom's quarterly complaints report good news for EE

Ofcom’s quarterly complaints report good news for EE

Source: Volodymyr Hryshchenko / Unsplash

Ofcom’s quarterly Telecom and PayTV Complaints report revealed comparatively positive numbers for BT Consumer’s fixed broadband and landline offerings, but mixed results in mobile, with EE excelling compared with a struggling BT Mobile. The report covered complaints received by Ofcom between July 2019 and September 2019 across four service segments: fixed broadband; landline; pay‑monthly mobile; and pay‑TV. In BT’s traditional strongholds, fixed broadband and landline, the operator beat key competitors TalkTalk, Virgin Media, and Vodafone UK by some margin. Sub‑brand Plusnet, on the other hand, has been beset with customer service problems of late and continued to perform poorly across both categories, generating around 60% more complaints than the industry average, despite significant improvement over the preceding year (BTwatch, #307, and #308). In mobile, EE outperformed nearly all competitors, generating half the average complaint level (and half that received by BT Mobile, which saw quarter‑on-quarter improvement but still has work to do). Vodafone, the UK’s “worst network” for eight years on the trot (Vodafonewatch, #174), performed the worst across most metrics. In pay‑TV, BT’s lacklustre performance was an anomaly, with the operator notching twelve complaints‑per‑100,000 subscribers against an industry average of six.