UK telecoms regulator Ofcom has published its consumer complaints data for Q1 2016 and it reveals a slight improvement for Vodafone, but there’s still a way to go.
It looks like the billing system issues that plagued Vodafone in the second half of last year, following an over-ambitious systems upgrade, are still leading to a high level of customer complaints, although slightly less than the previous quarter. Maybe a social media push has helped.
In Q1 2016 Vodafone averaged 29 complaints per 100,000 postpaid customers/connections. That might not seem much but the next worst operator was Talk mobile with 8 per 100,000 and MVNO Tesco only had 1 per 100,000. This represents a slight improvement from 32 per 100,000 the previous quarter but Vodafone clearly has a long way to go before complaints return to an acceptable level.
The good news is that prepaid subscribers continue to complain as negligible levels and mobile in general is less complained about than broadband and fixed line. On the fixed line side the Post Office and TalkTalk are the most complained-about, with Virgin and Sky the least. For Broadband EE and BT are the highest, with Virgin and Sky once more producing the least customer complaints.
With Amazon and Google launching smart home initiatives, have the telcos missed out on their chance to cash in on this market?
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