FCC Consumer Complaints – 18 December 2020
Introduction
The Federal Communications Commission recorded 918 consumer complaints on Friday, 18 December 2020 relating to telecommunications services, this was lower than the 1013 complaints recorded the day before. The complaints came from 49 states and territories, with California reporting a modestly higher count than the other locations. Unwanted Calls was the most frequently reported issue, with 535 complaints recorded.
Key statistics
- Total complaints
- 918
- States & territories reporting
- 49
- Most common issue
- Unwanted Calls (535)
- Most reported state/territory
- California (119)
Where the complaints came from
The 918 complaints recorded on 18 December 2020 originated from 623 cities across 49 states and territories. Activity was spread across states and territories, with no single location accounting for a substantial share of complaints. At the city level, a significant concentration was observed in Colorado, where Pueblo West accounted for 46 of the 73 complaints recorded.
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 | 119 | 13.0% |
| Texas | 82 | 8.9% |
| Colorado | 73 | 8.0% |
| Florida | 66 | 7.2% |
| New York | 48 | 5.2% |
| Georgia | 34 | 3.7% |
| North Carolina | 31 | 3.4% |
| Pennsylvania | 31 | 3.4% |
| Illinois | 26 | 2.8% |
| New Jersey | 25 | 2.7% |
| Other states and territories | 382 | 41.6% |
Location highlights
- A large share of complaints in Colorado originated from Pueblo West, which accounted for most reports within the state.
- Complaints in California were reported across 80 cities, the widest spread observed on this date.
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 683 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 683 | 74.4% |
| Internet | 112 | 12.2% |
| TV | 101 | 11.0% |
| Radio | 14 | 1.5% |
| Emergency | 5 | 0.5% |
| Accessibility | 3 | 0.3% |
Phone complaints
683 complaints were recorded in this category, representing 74.4% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 535 | 78.3% |
| Billing | 54 | 7.9% |
| Availability (including rural call completion) | 25 | 3.7% |
| Equipment | 18 | 2.6% |
| Number Portability (keeping your number if you change providers) | 18 | 2.6% |
| Privacy | 15 | 2.2% |
| Cramming (unauthorized charges on your phone bill) | 8 | 1.2% |
| Interference (including signal jammers) | 5 | 0.7% |
| Junk Faxes | 4 | 0.6% |
| Slamming (change of your carrier without permission) | 1 | 0.1% |
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
112 complaints were recorded in this category, representing 12.2% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 39 | 34.8% |
| Billing | 34 | 30.4% |
| Speed | 15 | 13.4% |
| Equipment | 10 | 8.9% |
| Interference | 9 | 8.0% |
| Privacy | 5 | 4.5% |
Availability and Billing were the main issues reported in this category, while other issues were less common.
TV complaints
101 complaints were recorded in this category, representing 11.0% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 48 | 47.5% |
| Billing | 22 | 21.8% |
| Loud Commercials | 17 | 16.8% |
| Equipment | 7 | 6.9% |
| Indecency | 4 | 4.0% |
| Interference | 3 | 3.0% |
Availability and Billing were the main issues reported in this category, while other issues were less common.
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.