Broadcast and telecoms regulator Ofcom says the two companies were the most complained about pay TV providers for the second quarter running.
- TalkTalk and NOW Broadband were the most complained about broadband services
- Virgin Media O2 mobile customers more likely to contact Ofcom
- Sky’s broadband and TV services were the least complained about.
EE and Virgin Media TV customers were the most likely to complain to Ofcom about their service, according to figures released by the regulator today.
Ofcom said Virgin Media TV customers complained mostly about problems with billing, pricing and charges. Meanwhile, EE complaints largely centred around changing provider and how their complaints were handled by the company.
The latest telecoms complaints figures released by Ofcom covered the three months up to the end of 2024.
Sky was once again the pay TV provider generating the least complaints to Ofcom, completing a good year for the company. Not so its budget subsidiary NOW Broadband, which saw complaints rise during the period.
TalkTalk, which has often featured in Ofcom’s ‘most complained about’ data, generated fewer complaints, but remained among the worst performing telecoms provider when measured according to complaints.
Complaints about mobile services
Among mobile providers offering pay monthly contracts, Virgin Media O2’s service generated the most complaints again. According to Ofcom, complaints were driven by how the company had handled initial complaints about the service.
EE mobile, Sky Mobile and Tesco Mobile pay monthly customers were the least likely to complain to Ofcom.
Overall, across the industry, complaints to Ofcom fell.
Technically the wrong organisation to complain to
Ofcom doesn’t actually deal with personal complaints. But it does monitor complaints to identify trends and to find out if rules it has set have been broken. If you have a complaint regarding a telecoms or pay TV provider that hasn’t been resolved, you can take your complaint forward to an ombudsman.
Commenting on the latest figures, Ofcom’s Policy Director Fergal Farragher said:
“This latest set of figures shows a positive overall pattern, which is reduction in complaints about three of the four main services covered by the data. We’re pleased to see this, but we also note that some providers have seen complaints about them increase on the previous quarter. This means it’s not an entirely positive set of figures, so we’re keen to see further improvements across all providers and sectors.”
Virgin Media maintains it is making progress with how it handles complaints.
By: Marc Thornham