EE vs Vodafone vs O2: Provider called and shamed for the way complaints are handled

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EE vs Vodafone vs O2 mobile phone complaints – Which carrier performed the worst? (Image: EE • VODAFONE • O2)

EE, Vodafone and O2 customers can now find out how their service is performing against the competition, with a new study showing which cell phone provider receives the most complaints. Ofcom has released a new report which analyzes which mobile phone provider received the most complaints in the last quarter of last year. And two providers were at the bottom of the stack by Ofcom.

Both Three and iD Mobile received the most mobile complaints per 100,000 customers.

Three and iD Mobile received six complaints per 100,000, while Virgin Media and Vodafone were just behind at five per 100,000.

Ofcom said more than a third (37 percent) of iD Mobile’s complaints related to complaint handling.

While the other problems customers had related to errors, service and complaints (18 percent), and problems with switching providers.

For Three, the biggest customer complaint related to billing, pricing, and costs (30 percent), followed by complaint handling (25 percent) and carrier switching issues (19 percent).

The main cause of complaints for Virgin Media customers was related to complaint handling, followed by provider switching and outages, service and delivery issues.

READ MORE: EE, Vodafone and Three Beaten! Report Reveals Surprising Mobile Winners

This quartet of mobile phone providers all received more complaints than the industry average (three per 100,000), as did BT Mobile (four per 100.00).

Top of the pile was Tesco Mobile, which received just one complaint per 100,000 subscribers.

Tesco’s offering was closely followed by three operators – Sky Mobile, EE and O2, who had only two complaints per 100,000.

Overall, Ofcom said that complaint handling (26 percent), billing, pricing and cost issues (22 percent) and errors, service and delivery issues (22 percent) were the top causes of complaints with mobile carriers paying monthly.

Ofcom also ranked which broadband, pay-TV, and landline telephone services received the most and least complaints.

The best and worst UK mobile providers revealed

Ofcom has revealed which UK mobile providers receive the most complaints (Image: OFCOM)

British mobile phone providers scored from best to worst

Three and iD Mobile currently receive the most complaints (Image: OFCOM)

Here’s what you need to know, with different service providers ranked from best performing to worst …

Broadband Complaints per 100,000: EE – 6, Sky – 7, BT – 14, TalkTalk – 19, Plusnet – 21, Virgin Media – 23, Vodafone – 30.

(Industry average of 16)

Fixed complaints per 100,000: EE – 3, Sky – 4, BT – 8, Plusnet – 12, Virgin Media – 13, TalkTalk – 14, Vodafone – 15.

(Industry average of 9)

Pay TV Complaints per 100,000: Sky – 1, TalkTalk – 5, BT – 8, Virgin Media – 12.

(Industry average of 5)

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Neela Josh
Neela Josh
I work as the Content Writer for Gaming Ideology. I play Quake like professionally. I love to write about games and have been writing about them for two years.

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