Customers with EE TV or Virgin Media O2’s TV service continue to keep Ofcom busy, according to the broadcast and telecom regulator’s latest complaints figures.
- Now Broadband generates the most broadband-related complaints.
- O2 most complained about mobile provider.
- Sky and TalkTalk generated the fewest complaints about their TV service.
Ofcom’s latest figures, published this month, but incorporating data up to the end of June, confirm more trouble for EE and Virgin Media O2.
EE and Virgin Media’s TV service were the joint most complained about pay TV providers in the UK. Meanwhile, EE’s landline service generated an ever increasing number of complaints.
Sky’s budget broadband service, NOW Broadband continued to keep Ofcom’s complaints line busy for yet another quarter, in contrast to Sky’s own-brand broadband service, which generated the least amount of complaints to Ofcom among the major players. Virgin Media O2’s mobile service generated the most complaints relating to pay monthly contracts. EE fared better in this regard, offering a silver lining for the company, which is owned by BT.
Fergal Farragher, Ofcom’s Policy Director called on providers to up their game.
“Communications services are now essential to our daily lives and customers deserve a high level of service. We call on providers to improve their performance in areas in which they are currently falling short.”
What’s wrong with Virgin Media’s TV service?
RXTV keeps hearing from customers who complain about issues with set-top boxes freezing, crashing or not functioning as expected. Additionally, some users complain about regular service interruptions, with occasional reports of TV channels ‘going down’, or broadband issues affecting streaming services.
Virgin Media customers continue to report issues to Ofcom about how the company handles complaints, billing issues and how difficult it is to leave the provider.
What’s wrong with EE TV’s service?
Connectivity and billing issues and the way EE handles the complaints continue to affect EE’s performance in Ofcom complaints stats.
Notably going forward, EE is offering its broadband customers a choice between its own box and Sky Stream.
- NOTE: Ofcom doesn’t handle individual customer complaints, but it does use the data to identify trends and potential wider breaches of its rules and regulations. Instead, most customers do need to exhaust their provider’s complaints procedure, before going to the relevant ombudsman.
By: Marc Thornham