FCC Consumer Complaints – 5 October 2016
Introduction
On 5 October 2016, 1001 consumer complaints relating to telecommunications services were recorded in the Federal Communications Commission system, complaint volume fell from 1188 complaints the day before. Reports were received from 50 states and territories, with California accounting for the largest number of submissions at 138 complaints. Complaints relating to Telemarketing (including do not call and spoofing) were marginally higher than for other issue types.
Key statistics
- Total complaints
- 1001
- States & territories reporting
- 50
- Most common issue
- Telemarketing (including do not call and spoofing) (335)
- Most reported state/territory
- California (138)
Where the complaints came from
Reports recorded on 5 October 2016 show 1001 complaints originating from 670 cities across 50 states and territories. Complaint reports were spread across multiple states and territories, without any one location accounting for a large share. At the city level, complaints were similarly dispersed, with no single location accounting for a notable share of the total.
The table below summarises the number of complaints reported in each state and territory on this date, ordered by total reports.
| State/Territory | Complaints | |
|---|---|---|
| California | 138 | 13.8% |
| Texas | 66 | 6.6% |
| New York | 62 | 6.2% |
| Florida | 57 | 5.7% |
| New Jersey | 44 | 4.4% |
| Illinois | 40 | 4.0% |
| Virginia | 40 | 4.0% |
| Georgia | 39 | 3.9% |
| Ohio | 39 | 3.9% |
| Pennsylvania | 39 | 3.9% |
| Other states and territories | 437 | 43.7% |
Location highlight
Complaints in California were reported across 89 cities, the widest spread observed on this date.
What the complaints were about
The complaints recorded on this date fell into 6 different complaint categories. Phone was the most reported category, with 745 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 745 | 74.4% |
| Internet | 148 | 14.8% |
| TV | 82 | 8.2% |
| Radio | 20 | 2.0% |
| Accessibility | 3 | 0.3% |
| Emergency | 3 | 0.3% |
Phone complaints
745 complaints were recorded in this category, representing 74.4% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Telemarketing (including do not call and spoofing) | 335 | 45.0% |
| Robocalls | 143 | 19.2% |
| Billing | 120 | 16.1% |
| Availability (including rural call completion) | 41 | 5.5% |
| Equipment | 35 | 4.7% |
| Privacy | 21 | 2.8% |
| Number Portability (keeping your number if you change providers) | 17 | 2.3% |
| Cramming (unauthorized charges on your phone bill) | 12 | 1.6% |
| Interference (including signal jammers) | 9 | 1.2% |
| Junk Faxes | 9 | 1.2% |
| Open Internet/Net Neutrality | 2 | 0.3% |
| Slamming (change of your carrier without permission) | 1 | 0.1% |
The largest share of complaints in this category related to Telemarketing (including do not call and spoofing) and Robocalls, with fewer reports falling into other issue types.
Internet complaints
148 complaints were recorded in this category, representing 14.8% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 52 | 35.1% |
| Availability | 27 | 18.2% |
| Privacy | 18 | 12.2% |
| Speed | 17 | 11.5% |
| Equipment | 16 | 10.8% |
| Interference | 13 | 8.8% |
| Open Internet/Net Neutrality | 5 | 3.4% |
A broad mix of issues was reported in this category, with Billing, Availability and Privacy among the most common.
TV complaints
82 complaints were recorded in this category, representing 8.2% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 40 | 48.8% |
| Availability | 9 | 11.0% |
| Equipment | 9 | 11.0% |
| Indecency | 9 | 11.0% |
| Interference | 8 | 9.8% |
| Loud Commercials | 4 | 4.9% |
| Privacy | 2 | 2.4% |
| Open Internet/Net Neutrality | 1 | 1.2% |
Billing represented the largest share of complaints recorded in this category, with lower volumes reported across the remaining issues.
The information presented on this page is based on consumer complaint data submitted to regulatory authorities. References to telephone numbers reflect reports made by consumers and do not confirm ownership, authenticity, or that the number was genuinely associated with the call. Caller ID information may be inaccurate or subject to spoofing.
Complaint categories, dates and complainant locations are based on the source records and may contain incomplete, approximate or user-entered information. Location details refer to the complainant’s reported location, not the location of the caller or telephone number. This content is provided for informational purposes only.