Ofcom’s latest complaints statistics confirm big contrasts between the UK’s two largest pay TV providers.
Virgin Media generated the highest volume of pay TV-related complaints for the period covered (Jan-Mar 2022). Billing, pricing and charges generated 20% of Virgin Media TV related complaints to Ofcom. 47% of complaints were regarding how Virgin Media had handled their pay TV related complaint. Virgin Media also fared badly for mobile and broadband services.
Sky remained the least complained about pay TV provider, with around one complaint per 100,000 customers reaching Ofcom. That contrasts with 10 complaints per 100,000 customers for Virgin’s TV service. Ofcom recorded 5 complaints per 100,000 BT TV customers and 4 complaints per 100,000 TalkTalk TV customers.
Across the wider telecoms market, Shell Energy generated the most complaints across its broadband and landline services. In both cases, Shell was dramatically worse than the industry average and significantly worse than the second most complained about provider, Virgin Media.
Ofcom doesn’t resolve complaints
Despite receiving thousands of complaints, Ofcom can’t resolve individual cases. All they can do is “offer advice” to affected customers. Some of the information they receive may lead to them launching investigations.
Where a customer has a problem that can’t be resolved by their provider, it should be referred to the independent ombudsman for that sector.
Fergal Farragher, Ofcom’s Consumer Protection Director commented:
While the overall level of complaints has been consistently low over recent months, the gap between the best and worst providers in the broadband, landline and pay-TV sectors is widening.
The figures highlight how some firms have plenty of work to do to keep their customers happy and catch up with their rivals. If you’re not happy with the service you’re getting, consider shopping around and moving elsewhere.