The price, the gigabytes or the television are not the only parameters that we should take into account when hiring a new fiber optic offer, either with or without an associated mobile rate. One of the aspects that we should put into the equation is customer service and, in this case, the incidents registered by each operator . As this is not something easy to achieve, we are going to find out which are the most conflictive fiber and mobile operators according to the Ministry of Economy and Business.
In this case, we rely on the information provided by the Telecommunications User Service Office , a Unit created within the General Directorate of Telecommunications and Information Technologies of the Ministry of Economy and Business. This was created to manage the attention to the telecommunications user and resolve their claims.
Who has the most claims?
According to the latest Report of the Office of Attention to the User of Telecommunications and Digital Services, corresponding to the year 2020 , this organization registered a daily average of 220 consultations on its website and telephone. In total, there would be 66,303 inquiries, 6.44% less than in previous years, although still a high figure that allows us to obtain the following data. Of all the claims filed, the user was right in 77.7% of the cases, highlighting the need to enforce our rights.
Complaints on convergent services (fiber + mobile)
These represent 55.1% of the total and the majority were due to problems with billing, although also when unsubscribing or doing portability. For every 10,000 subscribers, these are the claims received for convergent services:
- Vodafone – 9.04
- MoreMobile – 5.04
- Jazztel – 4.4
- R Cable – 4.35
- Telecable – 3.63
- Orange – 3.44
- Yoigo – 2.12
- Euskaltel – 1.79
- Digi – 1.31
- Movistar – 1.24
- Pepephone – 0.27
Complaints about mobile services
These represent 16.8% of the total, with billing problems or termination of the company as the main reasons for complaints. In this case, for every 10,000 subscribers, the claims were mainly for:
- Vodafone – 3.71
- Yoigo – 1.83
- Movistar – 1.54
- Orange – 1.27
Claims on fixed services
Representing 26% of the total, cancellations accounted for a good part of the claims submitted in 2020. Finally, in the landline we have these figures for every 10,000 subscribers:
- MoreMobile – 49.84
- Jazztel – 38.54
- Orange – 27.47
- Vodafone – 19.55
- Movistar – 9.89
- Telecable – 6.79
- R Cable – 6.05
- Digi – 4.72
- Pepephone – 3.81
- Euskaltel – 2.68
Complaints about customer service
Not only do we have claims data in this report, we are also given access to the number of complaints per 10,000 subscribers regarding customer service. According to the 2020 figures, this is the ranking of the national operators:
- MoreMobile – 0.61
- Vodafone – 0.51
- Jazztel – 0.47
- Euskaltel – 0.46
- Yoigo – 0.26
- Orange – 0.21
- Movistar – 0.17
- R Cable – 0
- Pepephone – 0
- Telecable – 0
- Digi – 0