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Ofcom slams Orange in broadband complaints report

Jennifer Scott

Ofcom received more complaints about Orange than any other UK internet service provider (ISP) in the last three months of 2012.

Ofcom revealed the figures in its latest telecoms complaints report, showing Orange had 0.7 complaints for every 1,000 customers – up from 0.5 three months prior.

The criticism peaked in October when Orange cancelled its popular broadband deal. Originally customers who took out a pay monthly mobile contract with the firm would receive free broadband as a benefit.

However, last summer, Orange said users would have to pay line rental of £11.50 for the first three months and then £14 each month after to continue to get the broadband service.

This decision did not just make it the most complained about ISP, but also the worst criticised mobile provider in Ofcom’s report, generating 0.21 complaints for every 1,000 customers.

A spokeswoman from Orange told Computer Weekly: “We are of course disappointed by these latest results and will take on board the findings of the Ofcom report as we strive to offer our customers the best service at all times.”

Sky took the prize of least complained about ISP, with just 0.08 complaints per 1,000 customers, and O2 won the accolade of least complained about pay monthly mobile operator, with 0.06 complaints per 1,000 customers.


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