{"id":30854,"date":"2022-07-13T10:08:53","date_gmt":"2022-07-13T09:08:53","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=30854"},"modified":"2022-07-13T11:15:21","modified_gmt":"2022-07-13T10:15:21","slug":"ofcom-name-uk-broadband-isps-with-most-complaints-in-q1-2022","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/07\/ofcom-name-uk-broadband-isps-with-most-complaints-in-q1-2022.html","title":{"rendered":"Ofcom Name UK Broadband ISPs with Most Complaints in Q1 2022 UPDATE"},"content":{"rendered":"

Ofcom<\/a>’s latest Q1 2022 study of UK consumer complaints has revealed that ISP Shell Energy attracted the most moans for both fixed line broadband and landline phone services, while Virgin Mobile did the same for Pay Monthly mobile services and Virgin Media<\/a> were also 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 to Ofcom stayed broadly at the same levels as during the previous quarter. Complaints about fixed broadband and pay TV increased slightly, and complaints about landline and mobile pay-monthly stayed the same.<\/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

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

Shell Energy attracted the most broadband complaints per 100,000 customers, primarily due to gripes about faults, service and provisioning. Meanwhile, EE<\/a> and Sky Broadband<\/a> attracted the fewest broadband complaints.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2021<\/strong><\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n10<\/td>\n9<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
EE<\/a><\/td>\n4<\/td>\n4<\/td>\n5<\/td>\n3<\/td>\n<\/tr>\n
NOW TV<\/a> (NOW Broadband)<\/td>\n <\/td>\n <\/td>\n <\/td>\n8<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n15<\/td>\n13<\/td>\n8<\/td>\n11<\/td>\n<\/tr>\n
Shell Energy<\/td>\n13<\/td>\n17<\/td>\n15<\/td>\n22<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n5<\/td>\n5<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n19<\/td>\n17<\/td>\n14<\/td>\n14<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n17<\/td>\n15<\/td>\n13<\/td>\n18<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n13<\/td>\n12<\/td>\n13<\/td>\n13<\/td>\n<\/tr>\n
Industry Average <\/em><\/strong><\/td>\n12<\/td>\n10<\/td>\n9<\/td>\n10<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Shell Energy was the most complained-about landline provider, with complaints mainly driven by gripes about faults, service and provisioning. Meanwhile, EE<\/a> attracted the fewest landline complaints.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2021<\/strong><\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n6<\/td>\n6<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n
EE<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n1<\/td>\n<\/tr>\n
NOW TV<\/a> (NOW Broadband)<\/td>\n <\/td>\n <\/td>\n <\/td>\n5<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n8<\/td>\n8<\/td>\n6<\/td>\n6<\/td>\n<\/tr>\n
Shell Energy<\/td>\n10<\/td>\n9<\/td>\n9<\/td>\n20<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n13<\/td>\n11<\/td>\n10<\/td>\n10<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n10<\/td>\n8<\/td>\n8<\/td>\n11<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n7<\/td>\n4<\/td>\n6<\/td>\n8<\/td>\n<\/tr>\n
Industry Average <\/strong><\/em><\/td>\n7<\/td>\n6<\/td>\n6<\/td>\n6<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Virgin Mobile – closely followed by BTMobile, iD Mobile<\/a> and O2<\/a> – were the most complained-about mobile providers. Customers were mainly unhappy with how their complaints had been handled. By comparison, Sky Mobile<\/a>, Tesco Mobile<\/a> and EE attracted the fewest complaints in the mobile sector.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2021<\/strong><\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\n<\/tr>\n
BT<\/a> Mobile<\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n<\/tr>\n
O2<\/a><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n2<\/td>\n4<\/td>\n2<\/td>\n3<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n1<\/td>\n2<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n4<\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
EE (T-Mobile, Orange & 4GEE)<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Industry Average <\/strong><\/em><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Virgin Media generated the highest volume of pay-TV complaints; the main reason customers griped to Ofcom about them was due to poor complaints handling. Sky was the least complained-about pay-TV provider.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2021<\/strong><\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\n<\/tr>\n
BT<\/td>\n6<\/td>\n6<\/td>\n4<\/td>\n5<\/td>\n<\/tr>\n
Sky<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n5<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Virgin Media<\/td>\n9<\/td>\n8<\/td>\n7<\/td>\n10<\/td>\n<\/tr>\n
Industry Average <\/strong><\/em><\/td>\n4<\/td>\n3<\/td>\n3<\/td>\n4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q1 2022<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n

UPDATE 11:14am<\/strong><\/p>\n

We’ve had a comment from EE.<\/p>\n

An EE spokesperson said:<\/strong><\/p>\n

“Our customers already know we provide the best customer service across the industry, and our teams in UK and Ireland provide the best personal and local service in our contact centres and retail stores. EE mobile<\/a> and broadband customers enjoy being part of the UK\u2019s biggest and fastest network with more 5G<\/a> coverage than any other provider and ultrafast full fibre broadband.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom’s latest Q1 2022 study of UK consumer complaints has revealed that ISP Shell Energy attracted the most moans for both fixed line broadband and landline phone services, while Virgin Mobile did the same for Pay Monthly mobile services and Virgin Media were also on the naughty step for Pay TV.<\/p>\n","protected":false},"author":1,"featured_media":20125,"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-30854","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":"\nOfcom Name UK Broadband ISPs with Most Complaints in Q1 2022 UPDATE - 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