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Broadband, Phone & TV

ComReg telecommunications customer service report: Virgin Media best in class

ComReg telecommunications customer service report: Virgin Media best in class
Daragh Cassidy

Daragh Cassidy

Head Writer

Complaints to the main mobile and broadband service providers increased by almost 7% compared to the last quarter.

We're mad about customer service here at bonkers.ie and we even hand out awards for it every year at our National Consumer Awards.

So when ComReg's report on complaints and customer service in the telecommunications sector comes in every month we're always interested! Now more so than ever as most of us work from home and are more reliant than ever on a good broadband, mobile and TV service.

While there were no real shocks in ComReg's imaginatively titled Consumer Line Statistics Report for Q1 of 2020, we're here to break down the most important info for you.

First, we'll look at the mobile providers and then we'll take a look at the broadband, TV and home phone providers to see how they all fared.

So let's get to it…

Best and worst mobile providers

When it comes to mobile, the most common complaint into ComReg last quarter was around billing, in particular consumers claiming to having been billed more than they should have.

However, for Vodafone, the biggest complaint was around accessing the unlock code for their phone in order to switch provider or port their number. 

Complaints around being billed after cancelling a service also feature highly with Eir and Vodafone customers, though not so much with Three. 

Looking at the table below Eir has by far the most number of complaints both in absolute terms as well as after adjusting for each provider's size. Not surprising to be honest given its well publicised customer service woes!

On average it took Eir and Three around 10 working days to resolve a complaint while it was over double that time length for Vodafone.   

Note that the figures below don't include complaints about premium rate numbers or subscriptions to premium services as these are calculated separately. 

Provider

Number of complaints

Complaints per 100,000 customers

Average no. days to resolve a  complaint 

Q1 2020

Q4 2019

Q1 2020

Q4 2019

Q1 2020

Eir

167

261

14.7

12.6

10

Three Ireland

91

65

3.9

2.8

9

Vodafone

138

110

5.4

4.3

21

Total

396

436

 

 

 

Best and worst fixed providers (broadband, TV and home phone)

When it comes to broadband, TV and home phone providers, the most common type of complaint overall into ComReg last quarter was again around billing, either being billed after cancellation or being billed the incorrect amount. However for Vodafone and Sky the top complaint was around loss of service.  

Looking at the table Eir again has by far the most number of complaints both in absolute terms as well as after adjusting for each provider's size. And although Virgin Media's number of complaints more than doubled compared to last quarter it still appears to be streets ahead of the rest of the competition in terms of customer service. And has been for a long time according to ComReg's quarterly reports.

Provider

No. of Complaints

Complaints per 100,000 subscribers

Average no. days to resolve a  complaint

Q1 2020

Q4 2019

Q1 2020

Q4 2019

Q1 2020

Eir

383

351

70.4

63.3

9

Sky

62

55

31.8

28.4

6

Virgin Media

26

12

7.8

3.5

6

Vodafone

160

111

82.1

57.2

21

Total

631

529

 

 

 

Unhappy with your service?

As mentioned already, with more and more of us working from home and spending more time indoors than ever before, a good broadband, phone and TV package has almost become as essential a utility as heating and water. 

If you're not happy with the current offering from your existing provider, whether it be poor speed, patchy signal, or bad customer service, remember you can always switch. 

Our broadband, phone and TV comparison service makes it quick and easy to compare offers across all the main providers. Just type in your address or eircode to get started and we'll take it from there. 

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