What users complain about in telecom, TV and internet provider apps
4,515 English-language one-star reviews of 29 App Store and Google Play listings in this sector, posted between 2025-10-25 and 2026-10-24. Part of the Revunda study of 29,785 one-star app reviews.
Key findings
- Customer service is the top complaint: 12.4% of one-star reviews (all apps: 9.1%), then login & account access (11.5%) and charges, fees & refunds (7.6%).
- 56.9% of all reviews of these apps in the period are one-star (all apps: 41.3%), rank 2 of 15 sectors.
- Biggest gap vs all apps: customer service, 12.4% vs 9.1%.
- Highest one-star share among listings with ≥30 one-star reviews: My O2 (iOS), 86.0% of its reviews; lowest: myMetro® (iOS), 14.3%.
- Most customer service complaints: MyJio (iOS), 33.3% of its one-star reviews.
Complaint themes
Share of 4,515 one-star reviews mentioning each theme. A review can match several themes; 60.1% match none.
| Theme | This sector, % | All apps, % | Reviews |
|---|---|---|---|
| Customer service | 12.4 | 9.1 | 560 |
| Login & account access | 11.5 | 9.5 | 518 |
| Charges, fees & refunds | 7.6 | 8.4 | 343 |
| Slow, loading & lag | 6.5 | 4.9 | 295 |
| Crashes & won’t open | 3.5 | 4.6 | 159 |
| Broke after an update | 2.0 | 3.3 | 92 |
| Redesign & confusing UI | 2.0 | 3.2 | 91 |
| Ads | 1.3 | 3.6 | 60 |
| Notifications & alerts | 1.2 | 2.0 | 56 |
| Payment or checkout fails | 0.4 | 1.0 | 18 |
By app
29 listings with at least 30 one-star reviews in the period, sorted by one-star share of all their reviews. Top theme = the theme most of that app’s one-star reviews mention.
| App | Store | 1★ reviews (EN) | 1★ share, all reviews | Top theme |
|---|---|---|---|---|
| My O2 | iOS | 258 | 86.0% | Login & account access (34.9%) |
| Airtel App | iOS | 257 | 85.7% | Customer service (32.3%) |
| My Virgin Media Account | iOS | 81 | 83.5% | Login & account access (37.0%) |
| MyRogers | iOS | 245 | 81.7% | Login & account access (15.9%) |
| My Optimum | iOS | 240 | 80.0% | Customer service (12.1%) |
| Fido My Account | iOS | 150 | 79.4% | Customer service (14.7%) |
| Xfinity | iOS | 234 | 78.0% | Customer service (8.5%) |
| MyBell | iOS | 230 | 76.7% | Charges, fees & refunds (16.5%) |
| Three | iOS | 227 | 76.0% | Login & account access (12.8%) |
| EE | iOS | 215 | 71.7% | Login & account access (12.6%) |
| T-Life | iOS | 212 | 70.7% | Customer service (11.8%) |
| giffgaff | iOS | 41 | 68.3% | Login & account access (9.8%) |
| Cox App by Spectrum | iOS | 204 | 68.0% | Charges, fees & refunds (14.2%) |
| myCricket App | iOS | 197 | 65.7% | Customer service (20.8%) |
| AT&T | iOS | 184 | 61.3% | Customer service (13.0%) |
| My Vodafone (UK) | iOS | 146 | 60.3% | Login & account access (20.5%) |
| My Optus | iOS | 106 | 58.6% | Login & account access (13.2%) |
| My Telstra | iOS | 168 | 56.0% | Charges, fees & refunds (7.1%) |
| My Verizon | iOS | 167 | 55.7% | Customer service (16.2%) |
| My Telstra | Google Play | 145 | 48.3% | Crashes & won’t open (9.7%) |
| My TELUS | iOS | 136 | 45.3% | Login & account access (24.3%) |
| Visible mobile | iOS | 128 | 42.7% | Customer service (15.6%) |
| DIRECTV | iOS | 126 | 42.0% | Login & account access (5.6%) |
| My Optus | Google Play | 104 | 34.7% | Login & account access (17.3%) |
| My Spectrum | iOS | 93 | 31.0% | Slow, loading & lag (17.2%) |
| Mint Mobile | iOS | 83 | 28.0% | Customer service (25.3%) |
| MyJio | Google Play | 56 | 18.7% | Customer service (14.3%) |
| MyJio | iOS | 39 | 14.4% | Customer service (33.3%) |
| myMetro® | iOS | 43 | 14.3% | Login & account access (27.9%) |
Most similar complaint mix: Travel apps · Shopping apps · Food delivery apps.
Method
Newest ~300 public reviews per listing from Apple’s customer-reviews RSS feed and Google Play, fetched 2026-10-24. Theme shares use one-star reviews from English-language storefronts, matched by one keyword pattern per theme (patterns and limitations on the study page). Keyword matching misses paraphrases, so treat shares as lower bounds; public reviews over-represent unhappy users.
Download the data
telecom-app-complaints-2026.csv (CSV): the sector row, the all-apps row and every listing above, with counts and shares per theme. Licence: CC BY 4.0; please credit Revunda with a link to this page.
The free app check shows the top complaint themes in your latest reviews in a minute. The full report (€19 (launch price, €49 from 1 Dec 2026)) groups up to 300 reviews into issues with quotes and 10 ranked fixes.
Related
- Full study: all sectors, countries and apps
- Shopping & grocery app complaints
- Banking app complaints
- Streaming & ticket app complaints
- Airline & travel app complaints
- Food delivery app complaints
- Taxi & transit app complaints
- Parcel & postal app complaints
- Smart home app complaints
- News & weather app complaints
FAQ
What do users complain about most in telecom, TV and internet provider apps?
In 4,515 one-star reviews (2025-10-25 – 2026-10-24), the top themes are customer service (12.4%), login & account access (11.5%) and charges, fees & refunds (7.6%).
Which telecom & tv provider app has the highest share of one-star reviews?
My O2 (iOS): 86.0% of its reviews in the period were one-star, among 29 listings with at least 30 one-star reviews.