Ofcom reveals most complained-about telecoms and pay-TV providers
Here is the summary of latest complaint figures for UK’s major home phone, mobile, broadband and pay-TV providers during the three months from April to June.
Although the overall number of complaints is constant, these findings indicate some providers still need to improve. Additionally, as a result of the cost-of-living crises' stress on household budgets, consumers will be checking closely to see if their supplier is still the best fit for them.
BT Mobile and Virgin Mobile are the most complained-about pay-monthly mobile operators, with four and three complaints respectively per 100,000 customers. Complaints are primarily about customers’ experience when changing provider (BT Mobile) and how their complaint had been handled (Virgin Mobile). Tesco Mobile, EE, Sky Mobile and iD Mobile attracted the fewest complaints in the mobile sector.
Shell Energy is by far the worst performing broadband provider, with 31 complaints per 100,000 customers – almost three times higher than the industry average. The most complained-about issue was how it handles customers’ complaints. Vodafone, TalkTalk, Virgin Media and Plusnet also performed worse than the industry average.
Sky is the best performing broadband provider, attracting three complaints per 100,00 customers. It was followed by EE (six), BT (eight) and NOW Broadband (nine), all below the industry average of 11 complaints per 100,000 customers.
Again, Shell Energy is by far the worst performing provider, attracting 23 complaints per 100,000 customers – four times higher than the industry average. Two in five of these complaints are about how it had handled complaints. TalkTalk, Virgin Media, Vodafone and NOW Broadband also attracted more complaints than the industry average of six per 100,000 customers.
Sky is the best performing home phone provider, attracting two complaints per 100,000 customers, compared to an industry average of six.
Virgin Media continues to attract the highest volume of pay-TV complaints, with ten complaints per 100,000 customers, compared to an industry average of four. The most common reason for these was how it handled customers’ complaints. Sky received the fewest pay-TV complaints.
Why we publish this data
Our complaints data helps people to compare providers when they’re shopping around for a new service – and it also helps to encourage companies to improve their performance.
Although Ofcom cannot resolve individual complaints, we offer advice to people about the telecoms and pay-TV services they use, and the information we receive can lead to us launching investigations.
If you’re experiencing problems with your home phone, broadband, mobile or pay-TV service you should complain to your provider first. If you are unhappy with the outcome, you can take the complaint to an independent ombudsman, who will look at the case and make a judgment on it.