FCC Consumer Complaints – 5 January 2020
Introduction
A total of 256 consumer complaints relating to telecommunications services were recorded by the Federal Communications Commission on 5 January 2020, this was lower than the 379 complaints recorded the day before. Reports were received from 37 states and territories, with Texas recording slightly more complaints than other locations. Unwanted Calls was the most frequently reported issue, with 103 complaints recorded.
Key statistics
- Total complaints
- 256
- States & territories reporting
- 37
- Most common issue
- Unwanted Calls (103)
- Most reported state/territory
- Texas (27)
Where the complaints came from
The 256 complaints recorded on 5 January 2020 were submitted from 201 cities across 37 states and territories. 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 | |
|---|---|---|
| Texas | 27 | 10.5% |
| California | 22 | 8.6% |
| Kentucky | 19 | 7.4% |
| New York | 16 | 6.3% |
| Pennsylvania | 14 | 5.5% |
| Florida | 13 | 5.1% |
| North Carolina | 11 | 4.3% |
| Nevada | 11 | 4.3% |
| Massachusetts | 10 | 3.9% |
| Michigan | 10 | 3.9% |
| Other states and territories | 103 | 40.2% |
What the complaints were about
A total of 6 complaint categories were represented in the complaints recorded on this date. Phone accounted for the largest share, with 151 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 151 | 59.0% |
| TV | 55 | 21.5% |
| Internet | 39 | 15.2% |
| Radio | 9 | 3.5% |
| Accessibility | 1 | 0.4% |
| Emergency | 1 | 0.4% |
Phone complaints
151 complaints were recorded in this category, representing 59.0% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 103 | 68.2% |
| Billing | 17 | 11.3% |
| Equipment | 11 | 7.3% |
| Availability (including rural call completion) | 6 | 4.0% |
| Number Portability (keeping your number if you change providers) | 6 | 4.0% |
| Interference (including signal jammers) | 3 | 2.0% |
| Privacy | 2 | 1.3% |
| Cramming (unauthorized charges on your phone bill) | 1 | 0.7% |
| Junk Faxes | 1 | 0.7% |
| Slamming (change of your carrier without permission) | 1 | 0.7% |
As is often the case in this category, unwanted calls were the most frequently reported issue. Further analysis of these complaints is provided below. Complaints in this category covered a range of issues, including Billing, Equipment and Availability (including rural call completion).
TV complaints
55 complaints were recorded in this category, representing 21.5% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 21 | 38.2% |
| Billing | 17 | 30.9% |
| Indecency | 10 | 18.2% |
| Loud Commercials | 4 | 7.3% |
| Equipment | 3 | 5.5% |
The largest share of complaints in this category related to Availability and Billing, with fewer reports falling into other issue types.
Internet complaints
39 complaints were recorded in this category, representing 15.2% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 15 | 38.5% |
| Billing | 13 | 33.3% |
| Speed | 7 | 17.9% |
| Equipment | 2 | 5.1% |
| Interference | 2 | 5.1% |
The largest share of complaints in this category related to Availability and Billing, 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.