FCC Consumer Complaints – 11 October 2016
Introduction
A total of 1476 consumer complaints relating to telecommunications services were recorded by the Federal Communications Commission on 11 October 2016, complaint volume increased from 983 complaints the day before. Complaints were reported across 50 states and territories, with California slightly ahead of the other locations. Billing was reported slightly more frequently than other issues.
Key statistics
- Total complaints
- 1476
- States & territories reporting
- 50
- Most common issue
- Billing (477)
- Most reported state/territory
- California (194)
Where the complaints came from
Across 889 cities in 50 states and territories, a total of 1476 complaints were recorded on 11 October 2016. Complaints were relatively evenly spread across states and territories, with no individual location contributing a dominant share. A similar pattern is observed at the city level, with complaints spread across locations rather than concentrated in a single area.
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 | 194 | 13.1% |
| Washington | 113 | 7.7% |
| Florida | 105 | 7.1% |
| Texas | 102 | 6.9% |
| Pennsylvania | 87 | 5.9% |
| Illinois | 76 | 5.1% |
| Michigan | 74 | 5.0% |
| Colorado | 59 | 4.0% |
| New Jersey | 46 | 3.1% |
| Georgia | 45 | 3.0% |
| Other states and territories | 575 | 39.0% |
Location highlight
Complaints in California were reported across 112 cities, the widest spread observed on this date.
What the complaints were about
A total of 5 complaint categories were represented in the complaints recorded on this date. Phone was the most reported category, with 643 complaints. This was followed by Internet, which accounted for 545 complaints.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 643 | 43.6% |
| Internet | 545 | 36.9% |
| TV | 266 | 18.0% |
| Radio | 19 | 1.3% |
| Accessibility | 3 | 0.2% |
Phone complaints
643 complaints were recorded in this category, representing 43.6% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Telemarketing (including do not call and spoofing) | 242 | 37.6% |
| Robocalls | 117 | 18.2% |
| Billing | 110 | 17.1% |
| Availability (including rural call completion) | 37 | 5.8% |
| Equipment | 37 | 5.8% |
| Privacy | 29 | 4.5% |
| Number Portability (keeping your number if you change providers) | 22 | 3.4% |
| Junk Faxes | 21 | 3.3% |
| Cramming (unauthorized charges on your phone bill) | 18 | 2.8% |
| Interference (including signal jammers) | 7 | 1.1% |
| Open Internet/Net Neutrality | 2 | 0.3% |
| Slamming (change of your carrier without permission) | 1 | 0.2% |
The remaining complaints in this category were spread across several issues, including Telemarketing (including do not call and spoofing), Robocalls and Billing.
Internet complaints
545 complaints were recorded in this category, representing 36.9% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Open Internet/Net Neutrality | 186 | 34.1% |
| Billing | 177 | 32.5% |
| Availability | 93 | 17.1% |
| Speed | 45 | 8.3% |
| Privacy | 18 | 3.3% |
| Interference | 16 | 2.9% |
| Equipment | 10 | 1.8% |
The largest share of complaints in this category related to Open Internet/Net Neutrality and Billing, with fewer reports falling into other issue types.
TV complaints
266 complaints were recorded in this category, representing 18.0% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 189 | 71.1% |
| Equipment | 26 | 9.8% |
| Availability | 19 | 7.1% |
| Indecency | 12 | 4.5% |
| Interference | 11 | 4.1% |
| Loud Commercials | 7 | 2.6% |
| Open Internet/Net Neutrality | 1 | 0.4% |
| Privacy | 1 | 0.4% |
The largest share of complaints in this category related to Billing and Equipment, with fewer reports falling into other issue types.
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.