FCC Consumer Complaints – 19 September 2018
Introduction
A total of 1318 consumer complaints relating to telecommunications services were recorded by the Federal Communications Commission on 19 September 2018, this represented a decline from the 1393 complaints recorded the previous day. Complaints were reported across 51 states and territories, with California slightly ahead of the other locations. The largest number of complaints related to Unwanted Calls, with 925 complaints.
Key statistics
- Total complaints
- 1318
- States & territories reporting
- 51
- Most common issue
- Unwanted Calls (925)
- Most reported state/territory
- California (132)
Where the complaints came from
Across 865 cities in 51 states and territories, a total of 1318 complaints were recorded on 19 September 2018. 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 distribution of complaints by state and territory is shown below, with locations ranked by the number of reports recorded.
| State/Territory | Complaints | |
|---|---|---|
| California | 132 | 10.0% |
| Texas | 103 | 7.8% |
| Florida | 86 | 6.5% |
| New York | 79 | 6.0% |
| Virginia | 75 | 5.7% |
| Ohio | 73 | 5.5% |
| Pennsylvania | 65 | 4.9% |
| New Jersey | 50 | 3.8% |
| Illinois | 49 | 3.7% |
| Georgia | 48 | 3.6% |
| Other states and territories | 553 | 42.0% |
What the complaints were about
The complaints recorded on this date were spread across 6 complaint categories. Phone accounted for the largest share, with 1109 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 1109 | 84.1% |
| Internet | 97 | 7.4% |
| TV | 92 | 7.0% |
| Radio | 17 | 1.3% |
| Accessibility | 2 | 0.2% |
| Emergency | 1 | 0.1% |
Phone complaints
1109 complaints were recorded in this category, representing 84.1% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 925 | 83.4% |
| Billing | 56 | 5.0% |
| Availability (including rural call completion) | 52 | 4.7% |
| Equipment | 39 | 3.5% |
| Cramming (unauthorized charges on your phone bill) | 10 | 0.9% |
| Junk Faxes | 9 | 0.8% |
| Number Portability (keeping your number if you change providers) | 7 | 0.6% |
| Privacy | 7 | 0.6% |
| Interference (including signal jammers) | 2 | 0.2% |
| Rural Call Completion | 1 | 0.1% |
| Slamming (change of your carrier without permission) | 1 | 0.1% |
As is often the case in this category, unwanted calls were the most frequently reported issue. Further analysis of these complaints is provided below. The remaining complaints in this category were spread across several issues, including Billing, Availability (including rural call completion) and Equipment.
Internet complaints
97 complaints were recorded in this category, representing 7.4% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 34 | 35.1% |
| Availability | 24 | 24.7% |
| Speed | 20 | 20.6% |
| Interference | 8 | 8.2% |
| Privacy | 6 | 6.2% |
| Equipment | 5 | 5.2% |
The remaining complaints in this category were spread across several issues, including Billing, Availability and Speed.
TV complaints
92 complaints were recorded in this category, representing 7.0% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 40 | 43.5% |
| Availability | 28 | 30.4% |
| Equipment | 7 | 7.6% |
| Interference | 6 | 6.5% |
| Indecency | 5 | 5.4% |
| Loud Commercials | 3 | 3.3% |
| Privacy | 3 | 3.3% |
Billing and Availability accounted for the majority of complaints in this category, with other issues reported less frequently.
Unwanted calls
There were 925 complaints relating to unwanted calls on this date, representing 70.2% of all complaints. Caller ID and business contact number details are listed below where there is enough concentration to make the data meaningful.
Most reported caller ID numbers
| Telephone number | Complaints | Share |
|---|---|---|
| (201) 215-6477 | 5 | 0.5% |
| (515) 478-7249 | 4 | 0.4% |
| (201) 215-6434 | 3 | 0.3% |
| (201) 299-6648 | 3 | 0.3% |
| (802) 560-5462 | 3 | 0.3% |
| (817) 217-6989 | 3 | 0.3% |
| (847) 469-9509 | 3 | 0.3% |
| (201) 203-6407 | 2 | 0.2% |
| (201) 215-6389 | 2 | 0.2% |
| (201) 215-6433 | 2 | 0.2% |
Key patterns
- Prerecorded Voice accounted for the largest share of unwanted call complaints by call type.
- Reports were spread across many different business contact numbers, with no single number dominating.
- (201) 215-6477 was reported slightly more often than other caller ID numbers.
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.