Ofcom Name Shell Energy as UK ISP with Most Complaints in Q2 2022

Ofcom’s latest Q2 2022 survey of UK consumer complaints has named ISP Shell Energy as attracting the most moans for both fixed line broadband and landline phone services, while BT (BTMobile) did the same for Pay Monthly mobile services and Virgin Media (VMO2) were on the naughty step for Pay TV.

The regulator’s report only covers complaints that Ofcom itself has received and not those sent directly to an ISP, the ISPA or an Alternative Dispute Resolution (ADR) complaints handler (i.e. Ombudsman Services or CISAS). Ofcom does not deal with individual complaints, but they do monitor them and can take action if enough people raise a concern.

Otherwise, the results below reflect a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers per provider), which makes it easier to compare providers in a market where ISPs can vary significantly in size. But sadly, the study only covers feedback from the largest ISPs (i.e. those with a market share of at least 1.5%) due to limited data.

Take note that the proportion of people who were satisfied with their communications services in 2021 was 77% for landline services, 83% for broadband services and 91% for all mobile services.

Fixed Line Home Broadband Complaints

Ofcom states that Shell Energy is “by far the worst performing broadband provider” this quarter, with 31 complaints per 100,000 customers – almost three times higher than the industry average. The most complained about issue was how it handles customers’ complaints. By comparison, Sky Broadband was the best performing broadband provider, attracting just 3 complaints per 100,00 customers.

Fixed Line Phone Complaints

Once again, Shell Energy is by far the worst performing provider, attracting 23 complaints per 100,000 customers – four times higher than the industry average. Two in five of these complaints are about how it had handled complaints. By comparison, Sky Broadband (Sky Talk) continues to be the best performing home phone provider, attracting just 2 complaints per 100,000 customers.

Mobile Complaints

BT Mobile and Virgin Mobile are the most complained-about pay-monthly mobile operators, with 4 and 3 complaints respectively per 100,000 customers. Complaints are primarily about customers’ experience when changing provider (BT Mobile) and how their complaint had been handled (Virgin Mobile).

Pay TV Complaints

Virgin Media continues to attract the highest volume of pay-TV complaints, with ten complaints per 100,000 customers, compared to an industry average of 4. The most common reason for these was how it handled customers’ complaints. By comparison, Sky TV once again received the fewest gripes.

Ofcom’s Consumer Complaints Report Q2 2022
https://www.ofcom.org.uk/../telecoms-and-pay-tv-complaints