Poor complaints handling by Virgin Media O2 means its cable TV service is once again the most complained about pay TV provider, according to new Ofcom stats.
The broadcast and telecoms regulator’s quarterly Consumer Complaints Report has added all complaints up to the end of 2022. The report makes grim reading for Virgin Media O2 as it continues to be the most complained about pay TV service, compared to earlier Customer Complaints Reports. Ofcom recorded eight complaints per 100,000 customers – but this was slightly better than earlier in the year.
BT TV was the second worst with seven complaints per 100,000 customers. The main reason customers complained to Ofcom about Virgin Media was due to complaints handling while experiences of faults, service and provisioning was the main driver for BT.
At the other end of the table, Sky received the fewest pay-TV complaints, with just 1 complaint to Ofcom per 100,000 customers.
Among broadband and landline providers, Shell Energy continued to generate the highest numbers of complaints. BT Mobile and Virgin Mobile (both in the process of being wound down), were the most complained about mobile phone providers. Virgin Mobile users are being migrated to O2 plans. Unfortunately for them, O2 is also a worst performing provider in terms of complaints to Ofcom.