Claims registered with the Office for the Attention of Telecommunications and Digital Services Users (OAUT), dependent on the Secretariat of State for Telecommunications and Digital Infrastructures (Seteleco), grew by 29.2% in 2025, reaching 32,032, according to the latest report released by this body.
Convergent Packages: Adamo, the one with the most complaints
In the convergent communications section—packages that group internet and mobile telephony—, PepeMobile (MasOrange) was the brand with the lowest proportion of complaints, with 0.29 per 10,000 customers, ahead of Digi Spain, with 0.32, and Simyo (MasOrange), with 0.39.
If analyzed by large groups, Avatel was the operator with the fewest complaints in the convergent business, with 0.73 per 10,000 users, followed by Movistar, with 0.87, and MasOrange, with 1.76.
On the other hand, Adamo led the classification of complaints for convergent services in 2025, with a rate of 5.93 complaints per 10,000 subscribers, followed by Digi Spain, with 2.29, and Vodafone, with 2.21.
Mobile and Fixed Services: Contrasts between Operators
In the mobile communications segment, the Aire Networks group registered the lowest complaint rate per 10,000 users (0.00), ranking ahead of Digi Spain (0.41) and Finetwork (0.49).
In contrast, Movistar was the company with the highest relative volume of complaints in mobile (1.04), followed by MasOrange (1.01) and Vodafone (0.94).
Regarding fixed communications services, this was the area that concentrated the highest complaint rates.
By business groups, Adamo (9) and Movistar (8.45) were the operators with the fewest complaints in this segment, while Avatel (1.31), Digi Spain (2.21), and Finetwork (6.26) were the companies with the highest levels of complaints.
Reasons for Consultation and Contact Channels
Of the total 32,032 consultations processed by the OAUT, 66.94% (21,442) were related to the rights of telecommunications users, while the remaining 33.06% (10,590) referred to doubts about a specific administrative procedure.
Regarding the communication channels used by citizens, 87.22% of consultations (27,939) were made by phone, while 12.78% (4,093) were received through the website.
The figures show a slight decline in the telephone channel compared to the telematic channel with respect to the previous year: in 2024, telephone inquiries accounted for 88.39% of the total (21,907), compared to 11.61% (2,877) that were processed through the website.
More than half of the claims, in favor of the user
Overall, 56.74% (6,531) of the claims resolved by the OAUT ended with a favorable outcome for the users, compared to 14.72% (1,694) that were closed favorably for the telecommunications operator.
The remaining 28.54% (3,285) concluded without an express ruling in favor of either party.
The first category includes resolutions that uphold the user's request in whole or in part and settlements by agreement; the second category includes decisions that dismiss the claim; and the third category includes rulings of inhibition, inadmissibility, and withdrawal.
Thus, the significant weight of claims resolved in favor of users (6,531) compared to those that conclude in favor of operators (1,694) is evident.
The electronic channel is consolidated for claims
The majority of claims submitted were managed electronically, with 8,022 requests, which is equivalent to 64.4% of the total.
For their part, 4,432 claims (35.59%) arrived by postal mail or through the registries of Public Administrations.
If compared to the previous year, when the percentage of claims filed electronically stood at 62.1%, this indicator advances 2.3 points.
Extending the series to the previous three years confirms the upward trend in the use of electronic processing for claims in the resolution of telecommunications disputes.