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Broadband, Phone & TV

Customer service report: Three best in mobile, Virgin Media best in broadband, Eir last in both

Conor Dever

Conor Dever

Staff Writer

The news doesn't get any better for Eir this 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 latest report on complaints and customer service in the communications sector came in we were obviously interested!

While there were no real shocks in ComReg's Consumer Line Statistics Report for Q1 of 2019, we are here to break down the best and the worst of it.

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, undoubtedly the most common complaint into ComReg was around the topic of billing.

The next most common complaints are surrounding “service issues” and “contractual matters” respectively.

When we look at complaints per 1,000 subscribers to a service we start to see who is leading the pack.

Out in front by some way is Three Mobile, who outperformed Vodafone who were the leaders in Q4 2018 but drop back to second place this quarter following a 38% rise in the number of complaints reported to ComReg.  

Perhaps, unsurprisingly, in last place is Eir whose customer service woes seem to be only getting worse as the number of complaints about the provider grew sharply from Q4 of 2018 to Q1 of 2019.

Provider Complaints per 1,000 subscribers No. of Complaints
Q1 2019 Q4 2018 Q1 2019 Q4 2018
Eir 0.162 0.122 169 128
Tesco Mobile 0.049 0.098 20 40
Three Ireland 0.016 0.025 36 55
Vodafone Mobile 0.030 0.024 73 53

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

When it comes to broadband, TV and home phone providers, two companies are well out in front with one not too far behind and a fourth dead last by some distance. And again billing is the reason for most complaints. 

Leaders Virgin Media had only 10 complaints in the first three months of the year and when we adjust its figure relative to 1,000 subscribers it's still way out in front, comfortably beating Sky who take up the second spot.

Back in third place is Vodafone, which saw an increase in complaints from Q4 of 2018 to Q1 of 2019 just like it did for mobile. 

In last place again is Eir who had 59 times as many complaints in the first three months of 2019 as Virgin Media did!

It looks like Eir has not yet sorted out its well publicised issues around customer service as the number of complaints received by ComReg shot up by over 70%.  

Provider Complaints per 1,000 subscribers No. of Complaints
Q1 2019 Q4 2018 Q1 2019 Q4 2018
Eir 1.033 0.607 590 345
Sky 0.206 0.119 40 23
Virgin Media 0.028 0.040 10 14
Vodafone Mobile 0.415 0.250 82 50

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