FCC Consumer Complaints – 27 July 2021
Introduction
On 27 July 2021, the Federal Communications Commission recorded 1969 consumer complaints relating to telecommunications services, this was higher than the 834 complaints recorded the previous day. Reports were received from 50 states and territories, with West Virginia accounting for the largest number of submissions at 1040 complaints. The largest number of complaints related to Unwanted Calls, with 535 complaints.
Key statistics
- Total complaints
- 1969
- States & territories reporting
- 50
- Most common issue
- Unwanted Calls (535)
- Most reported state/territory
- West Virginia (1040)
Where the complaints came from
The 1969 complaints recorded on 27 July 2021 were submitted from 601 cities across 50 states and territories. Compared with most days, complaint activity was more concentrated, with West Virginia contributing the largest share of complaints. A notable concentration at the city level was observed in Kansas, where Olathe accounted for 25 of the 30 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 | |
|---|---|---|
| West Virginia | 1040 | 52.8% |
| California | 124 | 6.3% |
| Texas | 94 | 4.8% |
| Florida | 58 | 2.9% |
| New York | 58 | 2.9% |
| Colorado | 38 | 1.9% |
| Pennsylvania | 37 | 1.9% |
| Georgia | 32 | 1.6% |
| Ohio | 32 | 1.6% |
| Washington | 32 | 1.6% |
| Other states and territories | 419 | 21.3% |
Location highlights
- Complaints in Kansas were heavily concentrated in Olathe, which accounted for the majority of reports within the state.
- California had the widest distribution of complaints, with reports originating from 80 different cities.
What the complaints were about
Complaints recorded on this date related to 8 different complaint categories. The largest number of complaints fell within Broadband Story, which accounted for 1040 reports. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Broadband Story | 1040 | 52.8% |
| Phone | 707 | 35.9% |
| Internet | 148 | 7.5% |
| TV | 57 | 2.9% |
| Radio | 11 | 0.6% |
| Accessibility | 3 | 0.2% |
| Request for Dispute Assistance | 2 | 0.1% |
| Emergency | 1 | 0.1% |
Broadband Story complaints
1040 complaints were recorded in this category, representing 52.8% of the total.
| Issue | Complaints | Share |
|---|
Phone complaints
707 complaints were recorded in this category, representing 35.9% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 535 | 75.7% |
| Availability (including rural call completion) | 48 | 6.8% |
| Billing | 46 | 6.5% |
| Equipment | 27 | 3.8% |
| Privacy | 14 | 2.0% |
| Number Portability (keeping your number if you change providers) | 12 | 1.7% |
| Junk Faxes | 11 | 1.6% |
| Interference (including signal jammers) | 9 | 1.3% |
| Cramming (unauthorized charges on your phone bill) | 4 | 0.6% |
| Rural Call Completion | 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 Availability (including rural call completion), Billing and Equipment.
Internet complaints
148 complaints were recorded in this category, representing 7.5% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 64 | 43.2% |
| Availability | 50 | 33.8% |
| Speed | 16 | 10.8% |
| Interference | 7 | 4.7% |
| Equipment | 6 | 4.1% |
| Privacy | 5 | 3.4% |
The largest share of complaints in this category related to Billing and Availability, with fewer reports falling into other issue types.
TV complaints
57 complaints were recorded in this category, representing 2.9% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 24 | 42.1% |
| Availability | 13 | 22.8% |
| Loud Commercials | 9 | 15.8% |
| Indecency | 6 | 10.5% |
| Equipment | 3 | 5.3% |
| Interference | 2 | 3.5% |
The largest share of complaints in this category related to Billing and Availability, 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.