Partner Leads Israeli Mobile Carrier Rankings, HOT Improves Internet Service
Translated & summarized from Israel Hayom by baba
Israel's Ministry of Communications released its 2025 report, ranking Partner as the leading mobile carrier based on customer complaints. Partner also topped the fixed-line service category. HOT showed significant improvement in internet service despite ranking last in fixed-line complaints. The report noted a 9.5% increase in overall complaints to 7,913, with mobile services being the most frequent issue.
The story in 5 lines · by baba
- Partner was ranked the top mobile carrier in Israel for customer service in the 2025 Ministry of Communications report.
- HOT demonstrated significant improvement in its internet service, though it ranked last in fixed-line complaints.
- The 2025 report showed a 9.5% increase in total consumer complaints to 7,913 compared to the previous year.
- Mobile services accounted for 55% of all complaints received by the Ministry of Communications.
- The Ministry's interventions led to the return of 855,423 shekels to consumers.
A new report from Israel's Ministry of Communications reveals Partner as the top-ranked mobile carrier for customer service in 2025, based on the number of public complaints relative to subscriber base. The company registered 1.31 complaints per 10,000 subscribers, a slight increase from 2024 but still the best performance among mobile providers. Only 17% of complaints against Partner were deemed justified.
Following Partner in the mobile rankings were 019 (Telzar) with 1.48 complaints per 10,000 subscribers and Pelephone, last year's leader, now third with 1.51 complaints per 10,000. At the bottom of the mobile rankings, Xone had 7.06 complaints per 10,000 subscribers, while Rami Levy Communications, despite having five complaints per 10,000, had the highest rate of justified complaints at 35%.
In the fixed-line internet sector, Partner also led with 3.99 complaints per 10,000 subscribers. Cellcom showed a decline in service quality in both mobile and fixed-line services, with 7.27 fixed-line complaints per 10,000 and a 38% justified complaint rate, the highest in that category. Bezeq followed with 8.29 complaints and HOT with 9.34.
Despite its last-place position in fixed-line services, HOT demonstrated significant improvement from 2024, with complaints dropping to 9.34 per 10,000 and justified complaints falling to 28%. Among internet access providers, Triple C led with 2.92 complaints per 10,000 and no justified complaints. Yes was second with 3.26 complaints, while Telzar was last with 22.45 complaints per 10,000, nearly double its previous year's figure.
The report also introduced a new metric evaluating companies' willingness to rectify issues. HOT Mobile stood out in mobile, and HOT led in fixed-line infrastructure with a 62% resolution rate for undecided complaints. Overall, the Ministry of Communications received 7,913 complaints in 2025, a 9.5% increase from the previous year, with mobile services accounting for 55% of all complaints. The Ministry's intervention resulted in the return of 855,423 shekels to consumers.