Egypt's National Telecom Regulatory Agency got 139,400 user complaints. This was in the last 3 months of 2025. Operators fixed 97% of these issues. They took less than a day to respond on average.
Mobile phone services had the most complaints, with 64,000. Fixed internet services followed with 45,100 complaints. Mobile complaints were 46% of the total. Fixed internet was 32%.
Fixed phone services got 27,000 complaints. This is 20% of the total. Mobile device complaints were 2,900, or 2%.
The agency also returned 757,000 EGP to users. This was for complaints found to be valid. Most of this money was for mobile money service issues, 86% of the total.
Here is a detailed look at complaints about mobile devices, mobile services, fixed internet, and fixed phone services:
Mobile Device Complaints
Owners made 2,982 complaints about mobile devices. This happened in the last 3 months of 2025. All of these were addressed. It took 2.7 days to respond on average.
The main issues users reported were:
- 56% had problems with repairs.
- 30% were denied replacements.
- 14% disagreed with the agent's technical check.
Mobile Service Complaints
There were 52 mobile service complaints per 100,000 users. The agency resolved 96% of escalated complaints. The average response time was 0.24 days.
Vodafone: Had 49 complaints per 100,000 users. The agency resolved 97% of these. Response time averaged 0.15 days.
Orange: Had 62 complaints per 100,000 users. The agency resolved 95% of these. Response time averaged 0.41 days.
Etisalat: Had 46 complaints per 100,000 users. The agency resolved 96% of these. Response time averaged 0.10 days.
WE: Had 51 complaints per 100,000 users. The agency resolved 98% of these. Response time averaged 0.33 days.
Fixed Internet Service Complaints
There were 355 fixed internet complaints per 100,000 users. The agency resolved 98% of escalated complaints. The average response time was 0.80 days.
Vodafone: Had 753 complaints per 100,000 users. The agency resolved 100% of these. Response time averaged 0.02 days.
Orange: Had 1,452 complaints per 100,000 users. The agency resolved 97% of these. Response time averaged 0.05 days.
Etisalat: Had 1,286 complaints per 100,000 users. The agency resolved 100% of these. Response time averaged 0.02 days.
WE: Had 198 complaints per 100,000 users. The agency resolved 98% of these. Response time averaged 1.7 days.