{"id":30044,"date":"2022-04-27T10:35:45","date_gmt":"2022-04-27T09:35:45","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=30044"},"modified":"2022-04-27T10:35:45","modified_gmt":"2022-04-27T09:35:45","slug":"shell-energy-takes-flak-in-q4-2021-study-of-uk-broadband-complaints","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/04\/shell-energy-takes-flak-in-q4-2021-study-of-uk-broadband-complaints.html","title":{"rendered":"Shell Energy Takes Flak in Q4 2021 Study of UK Broadband Complaints"},"content":{"rendered":"

Ofcom<\/a>’s latest Q4 2021 (calendar) study of UK consumer complaints has named Shell Energy as attracting the most gripes for fixed broadband services, while TalkTalk<\/a> did the same for landline phone and Virgin Mobile took flak for Pay Monthly mobile services. Finally, Virgin Media<\/a> (VMO2) were on the naughty step for Pay TV.<\/p>\n

As usual, this report only covers complaints that the regulator itself has received and not those sent directly to an ISP, the ISPA<\/a> or one of the two Alternative Dispute Resolution<\/strong> (ADR) complaints handlers (i.e. Ombudsman Services<\/strong> or CISAS<\/strong>). Ofcom<\/a> does not deal with individual complaints, but they do monitor them and can take action if enough people raise a concern.<\/p>\n

NOTE:<\/strong> Ofcom<\/a> received c.96,051 calls and items of correspondence directly from consumers in 2020\/21.<\/div>\n

Overall, the total volume of complaints for fixed broadband, landline, mobile and pay TV services continued to fall during the quarter. The report also lists the level of consumer satisfaction with communications services as 77% for landline phone, 80% for broadband and 90% for mobile, but this is based on old data from 2020.<\/p>\n

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.<\/p>\n

We should add that Ofcom also tracked just 9 complaints about BT<\/a>’s provision of the 10Mbps+ broadband Universal Service Obligation<\/strong> (USO) during the quarter (down from 10 in Q3 2021), although the separate nature of this service means that they haven’t included this data into their totals below.<\/p>\n

Fixed Line Home Broadband Complaints<\/strong><\/span><\/h3>\n

Shell Energy generated the highest volume of fixed broadband complaints, with the main complaint drivers being related to faults, service and provisioning issues (44%). But it should be said that TalkTalk<\/a>, Virgin Media<\/a> and Vodafone<\/a> weren’t far behind their level. As usual, Sky Broadband<\/a> and EE<\/a> both continued to enjoy the lowest volume of gripes.<\/p>\n

\"ofcom-fixed-line-broadband-complaints-q4-2021\"<\/p>\n

Fixed Line Phone Complaints<\/strong><\/span><\/h3>\n

TalkTalk<\/a> generated the highest volume of landline complaints (albeit just ahead of Shell Energy), with TalkTalk\u2019s main complaint drivers being related to faults, service and provisioning issues (29%). Once again, Sky Broadband<\/a> and EE<\/a> both continued to enjoy the lowest volume of gripes.<\/p>\n

\"ofcom-fixed-line-phone-complaints-q4-2021\"<\/p>\n

Mobile Complaints<\/strong><\/span><\/h3>\n

Virgin Mobile generated the highest volume of pay-monthly mobile complaints, with their <\/span><\/span>main complaint drivers being related to complaints handling (32%). By comparison, EE<\/a>, Sky Mobile<\/a> and Tesco Mobile<\/a> attracted hardly any complaints from consumers. <\/span><\/span><\/p>\n

\"ofcom-mobile-complaints-q4-2021\"<\/p>\n

Pay TV Complaints<\/strong><\/span><\/h3>\n

Virgin Media<\/a> generated the highest volume of pay-TV complaints, which were mainly related to gripes about their<\/span><\/span> complaints handling (28%); billing, pricing <\/span>and charges (28%); and faults, service and provisioning issues (24%). By comparison, Sky TV was the only provider that managed to stay under the industry average.
\n<\/span><\/span><\/p>\n

\"ofcom-pay-tv-complaints-q4-2021\"<\/p>\n

Ofcom’s Consumer Complaints Report Q4 2021<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-pay-tv-complaints-q4-2021.pdf<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom’s latest Q4 2021 (calendar) study of UK consumer complaints has named Shell Energy as attracting the most gripes for fixed broadband services, while TalkTalk did the same for landline phone and Virgin Mobile took flak for Pay Monthly mobile services. Finally, Virgin Media (VMO2) were on the naughty step for Pay TV.<\/p>\n","protected":false},"author":1,"featured_media":28348,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,405,32,36,84,113,66,34,74,63,475,96],"class_list":["post-30044","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-ee","tag-o2","tag-ofcom-regulation","tag-plusnet","tag-postoffice","tag-sky-broadband","tag-statistics","tag-talktalk","tag-three-uk","tag-virgin-media","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nShell Energy Takes Flak in Q4 2021 Study of UK Broadband Complaints - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Ofcom's latest Q4 2021 (calendar) study of UK consumer complaints has named Shell Energy as attracting the most gripes for fixed broadband services, while\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2022\/04\/shell-energy-takes-flak-in-q4-2021-study-of-uk-broadband-complaints.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Shell Energy Takes Flak in Q4 2021 Study of UK Broadband Complaints - 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