Tesco Mobile that uses the O2 network topped the recent poll with the least number of complaints, for the seventh straight quarter getting only one complaint per 100,000 customers. O2 and Three followed closely behind getting only four complaints per 100,000 customers. Talk Mobile and Virgin Media halved their complaints to six and eight per 100,000 customer retrospectively.
Vodafone who were ranked bottom of Ofcom’s recent poll have apologised to their customers after being branded the most complained about network for the fourth consecutive quarter.
A Vodafone spokesperson said: “We apologise to customers who have had issues with our service.”
“Many of the issues highlighted in this report relate to the major programme we have been undertaking over the last 18 months to streamline and improve our billing platform.”
“Unfortunately, there were some complications during the migration exercise which meant a number of customers’ accounts were affected. This has been resolved and we expect customers to see the benefits of our £1billion investment in improving our network.”
They received 20 complaints for every 100,000 customers during the three months ending September 30 up from 14 in Q2.
The apology comes after an April pledge from CEO Jeroen Hoencamp to do more to tackle customer complaints.
EE was the only other network to see a quarterly rise in complaints, up from eight complaints per 100,000 customers to nine.
The full details of this article were published in the December Edition (21/12/2015) of Mobile News, please see page 8 for further information.