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May 23, 2014

EE told they can’t make “most reliable broadband” claims

Mobile provider EE (Everything Everywhere) has been told by the ASA that they can’t claim they are “Britain’s most reliable broadband” in advertisements and that they must change their adverts that make this claim in them.

BT had complained to the ASA (Advertising Standards Authority) over a mail sent out by EE that headlined “Introducing Britain’s most reliable broadband for staying connected”.
In the writing it then claimed that it was the most reliable because it had less “jitter” (Jitter is the rate of chance in the latency speed) and “latency” (Latency is the time it takes for data packets to travel to a server and back) that its rivals. EE took their reason for claiming this from an Ofcom report from May 2013 that looked into fixed line broadband performance.

BT’s complaint was that EE did not get better Jigger or Latency figured than themselves “to any statistically significant degree”. Also, BT were not happy that this only took into account fixed line broadband which was not clearly made in the advertisement and that broadband delivered by wireless routers which are extremely common were not included.

EE did get one back on BT who had also complained that EE saying they had the first plug-and-play fibre broadband router was not true. However the ASA ruled in favour that EE’s Brightbox 2 did beat BT’s Home Hub 5 when it came to self-installation routers, as although the Home Hub 5 did have self-install technology it had not been enabled unlike the Brightbox 2 where it had been.

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April 21, 2011

TalkTalk top most complained about Broadband & Landline company chart

TalkTalk have found themselves at the top of the pile of most complained about broadband and land-line company according to statistics published by Ofcom.

Ofcom, the telecommunications regulator, logged the complaints reported to them between October 2010 and February 2011 and found that per 1,000 customers, TalkTalk were complained about 1.78 times for landline services and 1.27 times for broadband services.

Landline complaints per 1,000 customers
Landline complaints per 1,000 customers

Ofcom receive around 450 complaints per day over telecoms issues with many complaints revolving around mis-selling, billing errors, lack of service and customer service problems.

Broadband complaints per 1,000 customers
Broadband complaints per 1,000 customers

 

Only broadband, telecoms and mobile providers that had a market share of 5% or more were included in the report, with BT, BSkyB, TalkTalk and Virgin Media the companies included in the broadband and land-line study and 3UK, O2, Orange, T-Mobile and Vodafone included for the mobile services.

In November 2010 Ofcom received the most complaints about TalkTalk after an investigation was taken place abotu customers continuing to get billed for cancelled services.

On the positive side of the scale saw Virgin media receiving only 0.20 complaints per 1,000 customers for it’s services.

Ofcoms Chief Executive, Ed Richards, said:

Consumers should have access to as much information as possible to allow them to choose between providers and to take full advantage of the competition in the sector.

By publishing complaints data, Ofcom aims to provide useful information to consumers, and also to give telecoms providers an incentive to improve their customer service.

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