02:31 PM
Sunday 25 October 2020
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Books – Alaa Hajjaj:
The report of the National Telecommunications Regulatory Authority showed an increase in the number of user complaints received by the agency during the third quarter of the current year, recording 51.3 thousand complaints during the third quarter compared to 40 thousand complaints during the second quarter.
Fixed internet accounted for the largest percentage of user complaints with a share of 47% for 24.7 thousand complaints, followed by mobile phone complaints with 15.7 thousand complaints, 31% of the total complaints, and 11.3 thousand fixed phone complaints, 22% of the total complaints.
The National Communications Regulatory Authority said that it received about 6.7 thousand complaints from users against Vodafone Egypt, at a rate of 17 complaints for every 100,000 subscribers, and the rate of resolving complaints after the escalation of the device was 97.6%, and the average time for resolving the complaint was 0.22 days.
The most important complaints of mobile phone users towards Vodafone came with 35% of numbers being transferred, 22% of service interruptions, 17% of bills / credit, 9% of money portfolio, and 5% of service quality.
As for fixed internet complaints, the total number of complaints against Vodafone reached 5.7 thousand, at a rate of 670 complaints for every 100,000 subscribers, and the rate of resolving complaints after the escalation of the device reached 99.6%, and the average time for resolving the complaint was 0.12 days.
The most important complaints of fixed internet users towards Vodafone came with 74% difficulty subscribing to the Internet, 18% service quality, 4% bills / credit, 2.3% other, and 2% unsatisfactory customer service.
According to the report of the agency, the total number of complaints against Orange company reached 5.2 thousand, at a rate of 19 complaints for every 100,000 subscribers, and the rate of resolving complaints after the escalation of the device reached 97.8%, and the average time for resolving the complaint was 1.16 days.
The most important complaints of mobile phone service users towards Orange were summarized by 35% of numbers being transferred, 18% of bills / balance, 15% of service interruption, 15% of added services (such as games, ringtones, …), and 5% of the money portfolio.
As for Internet services, the total number of complaints against Orange company reached 3.6 thousand, at a rate of 799 complaints per 100,000 subscribers, and the rate of resolving complaints after the escalation of the device reached 99.3%, and the average time for resolving the complaint was 1.19 days.
The most important complaints of fixed internet users towards Orange came at a rate of 56% difficulty subscribing to the Internet, 30% of service quality, 6% bills / credit, another 6%, and 2% unsatisfactory customer service.
While the total number of complaints against a telecommunications company reached 2.7 thousand, at a rate of 13 complaints for every 100,000 subscribers, and the rate of resolving complaints after the escalation of the device reached 98.9%, and the average time for resolving the complaint was 0.46 days.
The most important complaints of mobile phone service users towards a telecommunications company came at 54% for transferring numbers, 12% for bills / balance, 11% for service interruption, 6% for money portfolio, and 4% for added services (such as games, ringtones, …).
The total number of fixed internet complaints raised against a telecommunications company reached 3.5 thousand, at a rate of 746 complaints for every 100,000 subscribers, and the rate of complaints resolution after the escalation of the device reached 99.6%, and the average time for resolving the complaint was 0.82 days.
The main complaints of fixed internet users towards a telecommunications company came at 81% difficulty subscribing to the Internet, 11% for service quality, 4% for bills / credit, another 2%, and 1% for unsatisfactory customer service.
The total number of mobile complaints raised against Wei reached about a thousand complaints, with a rate of 21 complaints for every 100,000 subscribers, and the rate of resolving complaints after the escalation of the device was 99%, and the average time for resolving the complaint was 1.33 days.
The most important complaints of mobile phone users towards Wei came at 61% for number transfer, 12% for bills / balance, 11% for service interruption, 3% for service quality, and 2% for money portfolio.
While the total number of fixed internet complaints raised against Wei company reached 114,600, at a rate of 183 complaints per 100,000 subscribers, and the rate of resolving complaints after the escalation of the device reached 91%, and the average time for resolving the complaint was 3.85 days.
The most important complaints of fixed internet users towards Wei came with 73% quality of service, 19% difficulty subscribing to the internet, 6% bills / credit, another 2%, and 0.1% unsatisfactory customer service.
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