Virgin Media O2 remains the most complained about pay TV operator in the UK, according to Ofcom’s latest statistics.
According to the regulator, most of the complaints linked to Virgin Media O2 was due to the way the company handled complaints.
The second most complained about provider of pay TV services was BT.
Meanwhile, Sky continued to generate the fewest number of pay TV complaints to Ofcom during the third quarter of 2022, when Ofcom’s latest statistics were gathered.
Elsewhere across phone and broadband providers, Shell Energy generated very levels of complaints to Ofcom, prompting the regulator to warn it was “monitoring Shell’s performance closely.” Among mobile operators, BT and Virgin Mobile generated the most complaints. Since the stats were gathered, BT Mobile has stopped selling new products as part of BT’s offloading of consumers to its EE brand. Meanwhile, Virgin Mobile is in the process of offloading its customers to equivalent O2 plans.
Importantly, Ofcom can’t resolve individual complaints. That’s up to the company itself to resolve, although cases can be referred to an independent ombudsman. Nevertheless, Ofcom uses the stats it gathers to identify themes and possible breaches in regulations.
Iain Hatton