{"id":31626,"date":"2022-10-18T09:55:29","date_gmt":"2022-10-18T08:55:29","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=31626"},"modified":"2022-10-18T09:55:29","modified_gmt":"2022-10-18T08:55:29","slug":"ofcom-name-shell-energy-as-uk-isp-with-most-complaints-in-q2-2022","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/10\/ofcom-name-shell-energy-as-uk-isp-with-most-complaints-in-q2-2022.html","title":{"rendered":"Ofcom Name Shell Energy as UK ISP with Most Complaints in Q2 2022"},"content":{"rendered":"

Ofcom<\/a>’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<\/a> (BTMobile) did the same for Pay Monthly mobile services and Virgin Media<\/a> (VMO2) were on the naughty step for Pay TV.<\/p>\n

The regulator’s report only covers complaints that Ofcom<\/a> itself has received and not those sent directly to an ISP, the ISPA<\/a> or an Alternative Dispute Resolution<\/strong> (ADR) complaints handler (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 received 76,135 calls, web forms, emails and letters directly from consumers in 2021\/22 (down from 96,051 in 2020\/21).<\/div>\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

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.<\/p>\n

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

Ofcom states that Shell Energy is “by far the worst performing broadband provider<\/em>” 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\u2019 complaints. By comparison, Sky Broadband<\/a> was the best performing broadband provider, attracting just 3 complaints per 100,00 customers.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n9<\/td>\n7<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n
EE<\/a><\/td>\n4<\/td>\n5<\/td>\n3<\/td>\n6<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n <\/td>\n8<\/td>\n9<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n13<\/td>\n8<\/td>\n11<\/td>\n12<\/td>\n<\/tr>\n
Shell Energy<\/td>\n17<\/td>\n15<\/td>\n22<\/td>\n31<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n5<\/td>\n4<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n17<\/td>\n14<\/td>\n14<\/td>\n18<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n15<\/td>\n13<\/td>\n18<\/td>\n16<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n12<\/td>\n13<\/td>\n13<\/td>\n18<\/td>\n<\/tr>\n
Industry Average <\/td>\n10<\/td>\n9<\/td>\n10<\/td>\n11<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

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<\/a> (Sky Talk) continues to be the best performing home phone provider, attracting just 2 complaints per 100,000 customers.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n6<\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n
EE<\/a><\/td>\n3<\/td>\n3<\/td>\n1<\/td>\n3<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n <\/td>\n5<\/td>\n8<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n8<\/td>\n6<\/td>\n6<\/td>\n8<\/td>\n<\/tr>\n
Shell Energy<\/td>\n9<\/td>\n9<\/td>\n20<\/td>\n23<\/td>\n<\/tr>\n
Sky Broadband<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n11<\/td>\n10<\/td>\n10<\/td>\n11<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n8<\/td>\n8<\/td>\n11<\/td>\n10<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n4<\/td>\n6<\/td>\n8<\/td>\n10<\/td>\n<\/tr>\n
Industry Average <\/td>\n6<\/td>\n6<\/td>\n6<\/td>\n6<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

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\u2019 experience when changing provider (BT Mobile) and how their complaint had been handled (Virgin Mobile). <\/span><\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\n<\/tr>\n
BTMobile<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n4<\/td>\n<\/tr>\n
O2<\/a><\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n4<\/td>\n2<\/td>\n3<\/td>\n1<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n2<\/td>\n1<\/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>\n2<\/td>\n2<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
EE Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Industry Average <\/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 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\u2019 complaints. By comparison, Sky TV once again received the fewest gripes.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2021<\/strong><\/td>\nQ4 2021<\/strong><\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\n<\/tr>\n
BT<\/td>\n6<\/td>\n4<\/td>\n5<\/td>\n6<\/td>\n<\/tr>\n
Sky TV<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
TalkTalk<\/a> Group<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Virgin Media<\/td>\n8<\/td>\n7<\/td>\n10<\/td>\n10<\/td>\n<\/tr>\n
Industry Average <\/td>\n3<\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q2 2022<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

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.<\/p>\n","protected":false},"author":1,"featured_media":27793,"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-31626","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 Shell Energy as UK ISP with Most Complaints in Q2 2022 - 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