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Consumer complaints about internet providers increased during the third quarter of 2015, according to Ofcom’s latest report, with EE revealed as the most complained about fixed line broadband company. 

The document, which was published today (December 15th), covers complaints made regarding 13 providers of fixed line broadband, pay monthly mobile, fixed line telephone and pay TV services. 

It was found that the total volume of telecoms and pay TV complaints made to Ofcom rose between the second and third quarters of 2015, with broadband and fixed line telephone subject to the most significant increases when it came to total volume of complaints. 

Complaints about pay monthly mobile and pay TV also saw an increase. Complaints regarding mobile pay-as-you-go services remained at similar levels to those in the previous quarter. 

Claudio Pollack, Director of Ofcom's Content and Consumer Group, said: "We expect providers to make customer service and complaints handling top priorities, so it's disappointing to see a rise in the number of complaints.

"Consumers have a right to expect good service and will rightfully complain when that standard isn't met. Ofcom is continuing work to make switching easier and our complaints data allows consumers to make meaningful comparisons that can be useful when looking for a new provider."

When it came to fixed line broadband, EE registered the most complaints, with 45 out of every 100,000 customers speaking up about problems with their service during Q3.

Problems relating to faults, service and provision were the most common, with 40 per cent getting in contact about such issues, while 20 per cent complained about billing, pricing and charges, and 19 per cent about complaints handling. 

Complaints regarding Plusnet broadband shot up to 37 per 100,000 customers, from 20 in the previous quarter, and the number of consumers raising issues about BT increased to 35 per 100,000, from 22 in the April-June period.

TalkTalk’s consumer complains were up to 33 per 100,000, while Sky’s complaints - seven per 100,000 customers - were below the industry average, but had increased slightly since Q2 2015 when they sat at just five per 100,000.  

Virgin Media’s complaints were also under the industry average, standing at six per 100,000 customers, and they had also decreased slightly over the quarter.

On the back of these results, Tom Mockridge, Virgin Media CEO, commented: “With our customer focus and our superior network, we are pleased to come out as the UK's least complained about bundled communications provider. This is why more people than ever are sticking with Virgin Media and we remain focused on delivering the best service for our customers.”

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