Latest telecoms and pay-TV complaints revealed

Oct 19th '23

Office of Communications (Ofcom) has published the latest figures for complaints they’ve received about the UK’s main landline, broadband, mobile and pay-TV services.


These figures cover the period from April to June 2023, and show that while the volume of complaints remained consistent with the previous quarter, there was a slight increase when compared to the same time last year.


Ofcom have highlighted the main trends from this quarter’s data:

  • Vodafone was the most complained-about broadband provider, with a substantial rise in complaints from the previous quarter. Customers’ complaints were mainly driven by their experience with faults, service and getting services connected. We have engaged with Vodafone regarding their performance in this latest round of complaints data – they have been taking steps to identify and address the causes of these complaints and we would expect to see the results of this to show in the coming months.
  • TalkTalkShell Energy and Virgin Media were the most complained-about landline providers. TalkTalk saw a small decrease, Shell Energy remained static and Virgin Media saw a small increase in their complaints since the previous quarter. Shell Energy’s complaints were mainly driven by customers’ experience with faults, service and getting services connected, while TalkTalk and Virgin’s complaints were mainly driven by how they handled customers’ complaints.
  • Sky continued to generate the fewest complaints in both broadband and landline.
  • BT Mobile was the most complained-about mobile operator, with customers primarily complaining about how their complaints were being handled and issues changing provider. Sky MobileEE and Tesco Mobile were the mobile providers who received the fewest complaints.
  • BT and Virgin Media attracted the most complaints among pay-TV providers. BT’s complaints were mainly driven by customers’ experience with faults, service and getting services connected, while Virgin’s complaints were driven mainly by how customers’ complaints were handled. Sky received the fewest pay-TV complaints.


Read in full, here.


Source: Ofcom


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