FCC Consumer Complaints – 23 October 2016
Introduction
A total of 400 consumer complaints relating to telecommunications services were recorded by the Federal Communications Commission on 23 October 2016, this was lower than the 455 complaints recorded the day before. Complaints were reported across 45 states and territories, with Massachusetts slightly ahead of the other locations. Billing recorded a slightly higher number of complaints than other issues.
Key statistics
- Total complaints
- 400
- States & territories reporting
- 45
- Most common issue
- Billing (93)
- Most reported state/territory
- Massachusetts (51)
Where the complaints came from
Reports recorded on 23 October 2016 show 400 complaints originating from 316 cities across 45 states and territories. Complaint activity was fairly evenly distributed, with no single state or territory accounting for a large share of reports. This pattern continues at the city level, where complaints were distributed across multiple locations without a single city standing out.
The table below shows the distribution of complaints by state and territory for this date, highlighting the locations with the highest number of reports.
| State/Territory | Complaints | |
|---|---|---|
| Massachusetts | 51 | 12.8% |
| California | 36 | 9.0% |
| Texas | 29 | 7.2% |
| Florida | 26 | 6.5% |
| Maryland | 23 | 5.8% |
| Pennsylvania | 20 | 5.0% |
| Ohio | 18 | 4.5% |
| Virginia | 18 | 4.5% |
| New York | 16 | 4.0% |
| Illinois | 13 | 3.3% |
| Other states and territories | 150 | 37.5% |
What the complaints were about
Complaints recorded on this date related to 5 different complaint categories. Phone was the most reported category, with 166 complaints. This was followed by TV, which accounted for 118 complaints.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 166 | 41.5% |
| TV | 118 | 29.5% |
| Internet | 101 | 25.3% |
| Radio | 13 | 3.3% |
| Emergency | 2 | 0.5% |
Phone complaints
166 complaints were recorded in this category, representing 41.5% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 63 | 38.0% |
| Billing | 41 | 24.7% |
| Privacy | 13 | 7.8% |
| Availability (including rural call completion) | 12 | 7.2% |
| Equipment | 12 | 7.2% |
| Cramming (unauthorized charges on your phone bill) | 6 | 3.6% |
| Interference (including signal jammers) | 2 | 1.2% |
| Slamming (change of your carrier without permission) | 2 | 1.2% |
| Number Portability (keeping your number if you change providers) | 1 | 0.6% |
| Open Internet/Net Neutrality | 1 | 0.6% |
Unwanted calls again accounted for the largest share of complaints in this category. These reports are examined in more detail in the section below. The remaining complaints in this category were spread across several issues, including Billing, Privacy and Availability (including rural call completion).
TV complaints
118 complaints were recorded in this category, representing 29.5% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 58 | 49.2% |
| Billing | 30 | 25.4% |
| Loud Commercials | 15 | 12.7% |
| Indecency | 5 | 4.2% |
| Equipment | 4 | 3.4% |
| Interference | 3 | 2.5% |
| Privacy | 2 | 1.7% |
| Open Internet/Net Neutrality | 1 | 0.8% |
The largest share of complaints in this category related to Availability and Billing, with fewer reports falling into other issue types.
Internet complaints
101 complaints were recorded in this category, representing 25.3% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 22 | 21.8% |
| Availability | 21 | 20.8% |
| Speed | 20 | 19.8% |
| Open Internet/Net Neutrality | 16 | 15.8% |
| Privacy | 14 | 13.9% |
| Equipment | 4 | 4.0% |
| Interference | 4 | 4.0% |
The remaining complaints in this category were spread across several issues, including Billing, Availability and Speed.
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.