Latest telecoms and pay-TV complaints revealed


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Published
Jan 25th '24
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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.

 

The figures cover the period from July to September last year, during which time Ofcom saw a slight rise in complaints. Complaints about landline, broadband and pay-TV services all increased, while mobile complaints remained at similar levels.

 

Key trends from our complaints figures

  • Virgin Media was the most complained-about provider across the broadband, landline and pay-TV categories, seeing significant rises across all these areas from the previous quarter.
  • Alongside Virgin Media, NOW Broadband and TalkTalk received higher-than-average numbers of complaints in landline while NOW Broadband also received higher-than-average complaints in broadband.
  • Sky continued to be the provider that attracted the fewest or joint fewest complaints per 100,000 subscribers across all four services we measure. This includes being the outright least complained-about provider in both broadband and landline.
  • TalkTalk and Sky were the least complained-about pay-TV providers.
  • O2 and BT Mobile were the most complained-about mobile operators. Complaints about O2 were primarily driven by how customers’ complaints were being handled while BT’s complaints were driven by customers’ experiences of changing provider. Sky Mobile, EE and Vodafone received the fewest complaints in the mobile sector.

 

A factor in Virgin Media’s complaints figures for this quarter was our announcement in July last year that Ofcom were launching an investigation into customers’ difficulties cancelling contracts and how it had handled complaints.

 

Read in full, here.

 

Source: Ofcom

 

About Ofcom

Ofcom is the regulator for the communications services that all we use and rely on each day.

 

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