Q.1 Which company does your household use for your landline telephone service and or line rental?
1 = BT
2 = EE
3 = Plusnet
4 = Post Office
5 = Sky
6 = TalkTalk
7 = Virgin Media
8 = Vodafone
9 = Other
10 = Don't have a landline telephone\line rental service
11 = Don't know

Q.2 And thinking of your personal mobile phone, which network are you on?
1 = BT
2 = EE
3 = giffgaff
4 = Lycamobile
5 = O2
6 = Tesco Mobile
7 = Three
8 = Virgin Mobile
9 = Vodafone
10 = Other
11 = Don't have a personal mobile
12 = Don't know

Q.3A Which company does your household use for its fixed broadband internet connection?
1 = BT
2 = EE
3 = Plusnet
4 = Post Office
5 = Sky
6 = TalkTalk
7 = Virgin Media
8 = Vodafone
9 = Other
10 = Don't have fixed broadband service
11 = Don't know

Q.4 Which company does your household use for cable, satellite or other Pay TV, if any? By this we mean traditional pay TV providers, not including paid for on-demand or
1 = BT
2 = Sky
3 = TalkTalk
4 = Virgin Media
5 = Other
6 = Don't have a pay TV service
7 = Don't know

Landline phone : Q.5 Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint?
0 = No
1 = Yes

Q.8 Why didn't you make a complaint about your landline service or supplier? [Unprompted]
1 = Did not know where to go\ who to complain to
2 = Didn't have the time
3 = Not worth the hassle
4 = They wouldn't do anything anyway
5 = I\ someone else sorted the problem out
6 = The problem resolved itself
7 = Other

Q.20 Which one of these bands describes your total household income before tax or any other deductions are made? Please include any benefits or credits that you or anyone else
1 = Up to £199 - Up to £10,399
2 = From £200 to £299 - From £10,400 to £15,599
3 = From £300 to £499 - From £15,600 to £25,999
4 = From £500 to £699 - From £26,000 to £36,399
5 = From £700 to £999 - From £36,400 to £51,999
6 = £1,000 and above - £52,000 and above
7 = Don't know
8 = Refused

GOVERNMENT REGIONS
1 = North East
2 = North West
3 = Yorkshire and The Humber
4 = East Midlands
5 = West Midlands
6 = East of England
7 = London
8 = South East
9 = South West
10 = Wales
11 = Scotland
12 = Northern Ireland

RGS REGIONS
1 = Scotland
2 = North
3 = Yorks & Humberside
4 = North West
5 = West Midlands
6 = East Midlands
7 = East Anglia
8 = Wales
9 = South West
10 = South East
11 = Greater London

ITV NON-OVERLAP REGIONS
1 = Meridian (Southern)
2 = LWT/Carlton (London)
3 = TSW (South West)
4 = HTV (Wales & West)
5 = Anglia
6 = Central (Midlands)
7 = Granada (Lancs)
8 = Yorks
9 = Tyne Tees
10 = STV (Central Scotland)
11 = Grampian (NE Scotland)
12 = Border
13 = NI

ADULTS IN HOUSEHOLD
1 = 1
2 = 2
3 = 3
4 = 4
5 = 5+

SOCIAL CLASS
1 = A
2 = B
3 = C1
4 = C2
5 = D
6 = E

MARITAL STATUS
1 = Married\ Living as Married
2 = Not Married

RGS AREA
1 = North
2 = Midlands
3 = South

GENDER
1 = Male
2 = Female

TENURE
1 = Mortgage
2 = Owned outright
3 = Rent local Authority
4 = Rent private
5 = Other

WORKING STATUS
1 = Full time
2 = Part time
3 = Not work look
4 = Not work Not look

WORKING STATUS
1 = Full time
2 = Part time
3 = Not work look
4 = Not work Not look
5 = Part time - under 8 hrs
6 = Retired
7 = Still at school
8 = Full time education

PRINCIPAL SHOPPER
1 = Yes
2 = No

POPULATION DENSITY
1 = Conurbation
2 = Urban
3 = Rural

1 = 16-24
2 = 25-34
3 = 35-44
4 = 45-54
5 = 55-64
6 = 65-74
7 = 75+

1 = England
2 = Scotland
3 = Wales
4 = Northern Ireland

ETHNIC ORIGIN
1 = White
2 = Minority Ethnic

INTERNET ACCESS
1 = Any Internet access
2 = No Internet access

Q.3B BROADBAND SPEED
1 = Standard
2 = Net Superfast and Ultrafast
3 = Superfast
4 = Ultrafast
5 = Net Standard, Superfast and Ultrafast
6 = Don't Know

1 = Up to £10,399
2 = From £10,400 to £15,599
3 = From £15,600 to £25,999
4 = From £26,000 to £36,399
5 = From £36,400 to £51,999
6 = 52,000 and above

WORKING STATUS
1 = Working
2 = Not working

PEOPLE IN HOUSEHOLD
1 = 1 PERSON
2 = 2 PEOPLE
3 = 3 PEOPLE
4 = 4 PEOPLE
5 = 5 OR MORE PEOPLE

1 = ANY QH
2 = NO KIDS

MOST FINANCIALLY VULNERABLE
1 = Most financially vulnerable

POTENTIALLY FINANCIALLY VULNERABLE
1 = Potentially financially vulnerable

LEAST FINANCIALLY VULNERABLE
1 = Least financially vulnerable

VULNERABLE CHARACTERISTICS
1 = With at least one vulnerable characteristic
2 = Without a vulnerable characteristic

Q.5 REASON TO COMPLAIN ABOUT FIXED BROADBAND INTERNET
1 = Fixed broadband internet

1 = Week 02
2 = Week 03
3 = Week 04

-999 = DK/ CR/ NS/ Refused