Information Technologies and Communications Authority’s 2026 market data shows that consumer complaints increased in the first half of the year. The title of service quality, which was previously seen in BTK decisions regarding internet service providers, comes first in the new table.
A total of 164,733 complaints were recorded in the January-June period. There is a significant increase compared to 102,712 applications in the same period last year. Internet service providers were the area that received the most complaints with 84,546 applications.
Mobile services ranked second with 66,964 complaints. 5,647 applications were registered for satellite platforms, 6,121 for fixed telephone services and 455 for cable TV.
On the internet and cable TV side, connection and service quality stand out. Billing in mobile and satellite services and subscription transactions in fixed telephony are the main complaints.
The number of applications alone does not indicate market share
When comparing complaints, the number of subscribers, usage intensity and type of service should also be taken into account. A domain with a large subscriber base may naturally have a higher total number of applications. Despite this, the increase requires close monitoring of service quality and resolution times.
Consumers can first apply to the operator’s support channels, and when they cannot get results, they can apply to BTK Consumer Complaint System. Adding a speed test, downtime, invoice and conversation record to the application concretizes the process. In addition, keeping the contract and commitment conditions is important in case of possible disputes.