Orange, which is owned by Britain’s biggest mobile operator, EE, angered customers in the three months to the end of September after it changed the rules around its home broadband service. The company had been offering free home broadband services to its mobile customers but said in September that they would lose the free service unless they agreed to pay £14 a month to rent a telephone line from the firm.
Ofcom received around double the number of complaints about Orange than in the previous quarter, largely from customers who had expected to keep the free service until the end of their mobile contract.
“The spike in complaints came at around the same time as the company withdrew its free broadband offer, which reflects how customers felt about the changes,” said an Ofcom spokesman.
On average, 0.5 customers in every 1000 Orange customers complained about the broadband service in the three-month period, compared to an industry average of 0.24. At the other end of the spectrum, Sky and Virgin Media had the most satisfied broadband customers.