The National Telecommunication Regulatory Authority (NTRA) revealed that it received 38,500 complaints about the communications and internet companies from users in the third quarter (Q3) of 2015.
The majority of the complaints were focused on internet services, with 18,600 of the complaints about internet companies out of the total 40 million internet users. There were about 11,200 complains about mobile services and 8,600 about land line services.
The NTRA’s report revealed that TE Data received the largest number of complaints about internet services, with 12,800 complaints, only 80% of which were resolved. The average length of time it took to solve the problems was approximately 24.4 minutes. LinkDSL received about 2,800 complaints, of which some were resolved in an average of 18.9 minutes.
Vodafone Internet received 1,600 complaints from its customers, and it was able to resolve 100% of them, according to the NTRA’s report. The company was ranked best among the Internet service providers in terms of the speed of resolving their customers’ problems, at an average of 0.44 minutes. The Internet service department of Etisalat Misr received 1,400 complaints and was able to resolve some of them, at an average of 5.9 minutes.
As for mobile services, Vodafone received the largest number of complaints among the three service providers, with 2,300 complaints. It took approximately 2.4 minutes to resolve some of the problems. Mobinil came second in terms of its number of complaints, with 2,200 complaints.
However, it was the best in regard of speed of solving its problems, at an average of 0.35 minutes. Etisalat Misr received 1,800 complaints, coming in third place, with an average of six minutes to solve the problems.
As for land line services, Telecom Egypt received 8,600 complaints, 6,900 of which were solved, an average of 80.6%, at an average timing of 27.3 minutes.