139,000 Complaints Against Telecommunication Companies in Egypt in 3 Months

SadaNews - The National Telecommunications Regulatory Authority in Egypt received 139,400 complaints from users during the second half of 2025.

The response rate from operators to the complaints during the second half of 2025 was 97%, with an average response time of 0.86 days for complaints.

Complaints regarding mobile phone services accounted for 46% of the total complaints, amounting to 64,000 complaints, while 45,100 complaints regarding fixed internet services accounted for 32% of the total complaints during the second quarter of 2025.

The Telecommunications Regulatory Authority received 27,000 complaints regarding fixed telephone services, accounting for 20%, and 2,900 complaints related to mobile devices, making up 2%.

On another note, the "Telecommunications Regulatory Authority" revealed the return of 757,000 EGP to users after their complaints were found valid by the authority during the second half of 2025, with the largest share of the refunded amounts being for complaints related to mobile wallet services, amounting to 86%.

Below is a detailed overview of complaints related to mobile devices, mobile services, fixed internet, and fixed telephone:

Complaints Regarding Mobile Devices

The total number of complaints escalated by mobile device owners against agents was 2,982 complaints during the second half of 2025, with a 100% response rate to complaints and an average response time of 2.7 days.

The main complaints from mobile device owners were as follows:

- 56% related to issues with the maintenance process.

- 30% related to refusal of replacement.

- 14% grievances regarding the technical inspection by the agent.

Complaints from Mobile Services Users

The complaint rate for mobile services was 52 complaints for every 100,000 subscribers, with a complaint response rate of 96% after escalation to the authority, and an average response time of 0.24 days.

Vodafone: The complaint rate escalated against Vodafone was 49 complaints for every 100,000 subscribers, with a complaint response rate of 97% after escalation to the authority, and an average response time of 0.15 days.

Orange: The complaint rate escalated against Orange was 62 complaints for every 100,000 subscribers, with a complaint response rate of 95% after escalation to the authority, and an average response time of 0.41 days.

Etisalat: The complaint rate escalated against Etisalat was 46 complaints for every 100,000 subscribers, with a complaint response rate of 96% after escalation to the authority, and an average response time of 0.10 days.

WE: The complaint rate escalated against WE was 51 complaints for every 100,000 subscribers, with a complaint response rate of 98% after escalation to the authority, and an average response time of 0.33 days.

Complaints from Fixed Internet Users

The complaint rate for fixed internet was 355 complaints for every 100,000 subscribers, with a complaint response rate of 98% after escalation to the authority, and an average response time of 0.80 days.

Vodafone: The complaint rate escalated against Vodafone was 753 complaints for every 100,000 subscribers, with a complaint response rate of 100% after escalation to the authority, and an average response time of 0.02 days.

Orange: The complaint rate escalated against Orange was 1,452 complaints for every 100,000 subscribers, with a complaint response rate of 97% after escalation to the authority, and an average response time of 0.05 days.

Etisalat: The complaint rate escalated against Etisalat was 1,286 complaints for every 100,000 subscribers, with a complaint response rate of 100% after escalation to the authority, and an average response time of 0.02 days.

WE: The complaint rate escalated against WE was 198 complaints for every 100,000 subscribers, with a complaint response rate of 98% after escalation to the authority, and an average response time of 1.7 days.