FCC Consumer Complaints – 21 November 2016
Introduction
A total of 865 consumer complaints relating to telecommunications services were recorded by the Federal Communications Commission on Monday, 21 November 2016, complaint volume increased from 296 complaints the day before. The complaints came from 50 states and territories, with California reporting a modestly higher count than the other locations. Unwanted Calls was reported slightly more frequently than other issues.
Key statistics
- Total complaints
- 865
- States & territories reporting
- 50
- Most common issue
- Unwanted Calls (360)
- Most reported state/territory
- California (99)
Where the complaints came from
On 21 November 2016, the 865 complaints recorded by the Federal Communications Commission were reported from 631 cities across 50 states and territories. Complaint activity was fairly evenly distributed, with no single state or territory accounting for a large share of reports. 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 | 99 | 11.4% |
| Texas | 65 | 7.5% |
| Florida | 63 | 7.3% |
| New York | 63 | 7.3% |
| Maryland | 48 | 5.5% |
| Pennsylvania | 40 | 4.6% |
| New Jersey | 38 | 4.4% |
| Illinois | 34 | 3.9% |
| Virginia | 33 | 3.8% |
| Ohio | 25 | 2.9% |
| Other states and territories | 357 | 41.3% |
What the complaints were about
The complaints recorded on this date fell into 7 different complaint categories. Phone was the most reported category, with 560 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 560 | 64.7% |
| Internet | 145 | 16.8% |
| TV | 108 | 12.5% |
| Radio | 45 | 5.2% |
| Emergency | 4 | 0.5% |
| Accessibility | 2 | 0.2% |
| Request for Dispute Assistance | 1 | 0.1% |
Phone complaints
560 complaints were recorded in this category, representing 64.7% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 360 | 64.3% |
| Billing | 86 | 15.4% |
| Availability (including rural call completion) | 33 | 5.9% |
| Equipment | 27 | 4.8% |
| Number Portability (keeping your number if you change providers) | 14 | 2.5% |
| Interference (including signal jammers) | 12 | 2.1% |
| Privacy | 10 | 1.8% |
| Cramming (unauthorized charges on your phone bill) | 9 | 1.6% |
| Junk Faxes | 8 | 1.4% |
| Rural Call Completion | 1 | 0.2% |
As is typical for this category, unwanted calls accounted for the largest share of complaints. A more detailed analysis of these reports is provided in the section below. Complaints in this category covered a range of issues, including Billing, Availability (including rural call completion) and Equipment.
Internet complaints
145 complaints were recorded in this category, representing 16.8% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 51 | 35.2% |
| Speed | 24 | 16.6% |
| Availability | 22 | 15.2% |
| Open Internet/Net Neutrality | 19 | 13.1% |
| Interference | 11 | 7.6% |
| Privacy | 10 | 6.9% |
| Equipment | 8 | 5.5% |
Complaints in this category covered a range of issues, including Billing, Speed and Availability.
TV complaints
108 complaints were recorded in this category, representing 12.5% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 46 | 42.6% |
| Indecency | 18 | 16.7% |
| Availability | 17 | 15.7% |
| Equipment | 10 | 9.3% |
| Loud Commercials | 6 | 5.6% |
| Privacy | 6 | 5.6% |
| Interference | 4 | 3.7% |
| Open Internet/Net Neutrality | 1 | 0.9% |
Billing accounted for the largest share of complaints in this category, with other issues reported less frequently.
Radio complaints
45 complaints were recorded in this category, representing 5.2% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Interference | 28 | 62.2% |
| Indecency | 6 | 13.3% |
| Pirate Radio | 6 | 13.3% |
| Equipment | 3 | 6.7% |
| Availability | 2 | 4.4% |
Interference and Indecency were the main issues reported in this category, while other issues were less common.
Unwanted calls
A total of 360 complaints relating to unwanted calls were recorded on this date, representing 41.6% of all complaints. Caller ID and business contact numbers are shown below where sufficient data is available.
Most reported caller ID numbers
| Telephone number | Complaints | Share |
|---|---|---|
| (804) 318-4761 | 5 | 1.4% |
| (844) 308-6815 | 5 | 1.4% |
| (512) 601-6051 | 4 | 1.1% |
| (270) 640-0747 | 3 | 0.8% |
| (443) 956-9479 | 3 | 0.8% |
| (978) 893-5017 | 3 | 0.8% |
| (205) 369-0525 | 2 | 0.6% |
| (248) 388-2605 | 2 | 0.6% |
| (256) 542-0702 | 2 | 0.6% |
| (310) 582-1930 | 2 | 0.6% |
Key patterns
- Prerecorded Voice was reported slightly more often than other call types.
- Reports were spread across many different business contact numbers, with no single number dominating.
- Several caller ID numbers were reported multiple times, with no single number clearly ahead of the others.
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.