Feeds

BT and Vodafone named and shamed by Oftel

top customer complaints table

  • alert
  • submit to reddit

5 things you didn’t know about cloud backup

BT and Vodafone has been named and shamed by telecoms regulator Oftel for having the most customer complaints in Internet access and mobile services respectively.

Measuring complaints made to Oftel between April and September this year, BT was the villain of the Internet with 0.7 complaints per 1,000 customers - nearly double its nearest rival and over double the industry average. AOL, Freeserve and Telewest came out lowest of those featured with 0.1 complaints.

Meanwhile, Vodafone won the top spot with Cellular Operations, at the remarkable 1.4 customer complaints per 1,000. Vodafone bought Cellular in March, perhaps reflecting some difficulty pulling the company into the wider Vodafone company. Particularly, one suspects, for the 90,000 O2 customers Cellular has on its books (as opposed to the 375,000 Vodafone customers).

Vodafone also came number three with another recent acquisition - 4U. It only bought the company in August so it could be forgiven. Although Oftel does not give a time breakdown for the complaints, so they may well all have occurred in August and September and 4U is set to take the gold medal for complaints next time round.

Vodafone was far more respectable coming behind only Virgin with 0.1 complaints per 1,000. The market average was 0.4.

Complaints were down in the Internet market from 5,235 last time to 4,700 in the past six months. The top three issues accounting for 8, 7 and 6 per cent respectively were: a billing problem, erratic connection and a complaint ignored by the ISP.

Complaints were however up in the mobile phone industry: 19,950 this time compared to 18,000 last time - an increase of nearly 11 per cent. The top three problems this time were: company ignoring a complaint; dodgy tariffs and price plans; and the handset not working. They accounted for 6, 6 and 5 per cent respectively. ®

Related link
Oftel's report

Gartner critical capabilities for enterprise endpoint backup

More from The Register

next story
6 Obvious Reasons Why Facebook Will Ban This Article (Thank God)
Clampdown on clickbait ... and El Reg is OK with this
So, Apple won't sell cheap kit? Prepare the iOS garden wall WRECKING BALL
It can throw the low cost race if it looks to the cloud
EE accused of silencing customer gripes on social media pages
Hello. HELLO. Can EVERYTHING EVERYWHERE HEAR ME?!
Time Warner Cable customers SQUEAL as US network goes offline
A rude awakening: North Americans greeted with outage drama
Shoot-em-up: Sony Online Entertainment hit by 'large scale DDoS attack'
Games disrupted as firm struggles to control network
BT customers face broadband and landline price hikes
Poor punters won't be affected, telecoms giant claims
Broadband slow and expensive? Blame Telstra says CloudFlare
Won't peer, will gouge for Internet transit
Netflix swallows yet another bitter pill, inks peering deal with TWC
Net neutrality crusader once again pays up for priority access
prev story

Whitepapers

Best practices for enterprise data
Discussing how technology providers have innovated in order to solve new challenges, creating a new framework for enterprise data.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Advanced data protection for your virtualized environments
Find a natural fit for optimizing protection for the often resource-constrained data protection process found in virtual environments.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?