Viewers who use EE or Virgin Media’s TV service are most likely to complain to Ofcom, according to the regulator’s latest complaints stats.
- TalkTalk most complained about broadband complaints.
- EE, NOW Broadband and TalkTalk worst for landline complaints.
- O2 worst for mobile, in terms of how complaints were handled.
Ofcom’s latest complaint stats confirm Virgin Media O2 is struggling to please customers, with the company generating the most TV and mobile-related complaints to the regulator.
The latest stats, which cover the three months up to the end of September 2024 show no let up in the number of customers complaining to Ofcom about how their complaints have been handled. VMO2 has been dogged with high numbers of complaints for several years since the cable and mobile operator merged.
At the same time, EE TV’s service also kept Ofcom officers busy, with higher than industry average complaints about faults with the service and how complaints are handled.
Sky and TalkTalk were the least complained-about pay TV providers.
However, TalkTalk previously pulled out of providing a traditional pay TV service in its own right. It’s latest generation of boxes combine regular Freeview channels with streaming apps.
Broadband and landline
Meanwhile, TalkTalk generated the most broadband complaints about broadband, and saw complaints increase from the previous quarter. Sky was the least complained-about broadband provider.
EE, NOW Broadband and TalkTalk were the most complained-about landline providers. While EE and NOW Broadband saw a decrease in complaints, there was an increase in complaints about TalkTalk compared to the previous quarter.
Utility Warehouse was the least complained-about landline provider.
EE, Sky Mobile and Tesco Mobile were the least complained-about mobile providers.
Across the board, overall complaints to Ofcom were lower than in previous quarters. It should be noted that Ofcom will generally not deal with individual complaints. It will use those complaints to determine trends. Most users are advised to take unresolved complaints to the relevant ombudsman to resolve.
An Ofcom spokesperson said:
It is positive to see a slight fall in complaints for this quarter, and we’re keen to see further reductions in future. However, we can see that the main causes of complaints for this quarter were complaints handling, and faults with services or getting customers connected. These are fundamental aspects of customer service and we would expect providers to be handling them better in order to minimise customer dissatisfaction and complaints. We hope to see improvement in this area.
By: Marc Thornham | Image: EE