{"id":33533,"date":"2023-04-27T10:57:48","date_gmt":"2023-04-27T09:57:48","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=33533"},"modified":"2023-04-27T12:10:19","modified_gmt":"2023-04-27T11:10:19","slug":"ofcom-uk-name-shell-energy-as-uk-isp-with-most-complaints-in-q4-2022","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/04\/ofcom-uk-name-shell-energy-as-uk-isp-with-most-complaints-in-q4-2022.html","title":{"rendered":"Ofcom UK Name Shell Energy as UK ISP with Most Complaints in Q4 2022"},"content":{"rendered":"

The latest Ofcom<\/a> study of UK consumer complaints for Q4 2022 has, once again, named and shamed Shell Energy for attracting the most consumer moans about both home broadband and landline phone services, while BT<\/a> did the same for Pay Monthly Mobile services and Virgin Media<\/a> 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 2022 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

Sadly, Shell Energy continued to attract the most broadband complaints in the final quarter of 2022. Related complaints against the ISP were mainly driven by faults, service and provisioning issues (31%), as well as complaints handling (26%) and billing\/pricing (25%). On the flip side, Sky Broadband<\/a> once again attracted the fewest moans of all the listed providers.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n7<\/td>\n8<\/td>\n10<\/td>\n10<\/td>\n<\/tr>\n
EE<\/a><\/td>\n3<\/td>\n6<\/td>\n6<\/td>\n7<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n8<\/td>\n9<\/td>\n7<\/td>\n10<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n11<\/td>\n12<\/td>\n13<\/td>\n10<\/td>\n<\/tr>\n
Shell Energy<\/td>\n22<\/td>\n31<\/td>\n27<\/td>\n27<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n4<\/td>\n3<\/td>\n4<\/td>\n5<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n14<\/td>\n18<\/td>\n18<\/td>\n18<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n18<\/td>\n16<\/td>\n18<\/td>\n14<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n13<\/td>\n18<\/td>\n12<\/td>\n19<\/td>\n<\/tr>\n
Industry Average <\/td>\n10<\/td>\n11<\/td>\n11<\/td>\n11<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Shell Energy also attracted the most complaints for fixed line phone services, which was mostly driven by gripes against their faults, service and provisioning issues (33%) and issues with complaints handling (25%). By comparison, Sky Broadband<\/a> once again attracted the fewest complaints.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n5<\/td>\n5<\/td>\n6<\/td>\n6<\/td>\n<\/tr>\n
EE<\/a><\/td>\n1<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n5<\/td>\n8<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n6<\/td>\n8<\/td>\n8<\/td>\n7<\/td>\n<\/tr>\n
Shell Energy<\/td>\n20<\/td>\n23<\/td>\n20<\/td>\n25<\/td>\n<\/tr>\n
Sky Broadband<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n10<\/td>\n11<\/td>\n11<\/td>\n11<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n11<\/td>\n10<\/td>\n11<\/td>\n7<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n8<\/td>\n10<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n
Industry Average <\/td>\n6<\/td>\n6<\/td>\n7<\/td>\n6<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Mobile operators generally enjoyed lower complaint levels than fixed line providers, but BT still ended up attracting the most gripes, with issues around their complaints handling (38%) and switching operators (38%) driving most of it. But it should be said that BT has since stopped selling mobile plans and now directs new customers over to EE<\/a>. By comparison, Sky Mobile<\/a> attracted the fewest gripes.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\n<\/tr>\n
BTMobile<\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
O2<\/a><\/td>\n3<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n3<\/td>\n1<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n2<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n4<\/td>\n3<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
EE (aggregrate of T-Mobile, Orange & 4GEE)<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n2<\/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

Finally, Virgin Media’s service was the one that attracted the most complaints for Pay TV, with gripes about complaints handling (33%) being the main driver. On the flip side, Sky TV attracted the fewest gripes, and that’s impressive given all the bugs that hit their new Sky Glass<\/a> product last year.<\/p>\n

Stephen van Rooyen, Sky’s CEO for UK & Europe, said:<\/strong><\/p>\n

“For 11 years in a row, we have received the fewest complaints to Ofcom out of every pay-TV provider. We\u2019ve seen over 11,000 Premier League goals in that time. Our customer service team has offered consistent and reliable support for customers whenever they\u2019ve needed us”.<\/p><\/blockquote>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2022<\/strong><\/td>\nQ2 2022<\/strong><\/td>\nQ3 2022<\/strong><\/td>\nQ4 2022<\/strong><\/td>\n<\/tr>\n
BT<\/td>\n5<\/td>\n6<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
Sky<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
TalkTalk<\/a> Group<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Virgin Media<\/td>\n10<\/td>\n10<\/td>\n9<\/td>\n8<\/td>\n<\/tr>\n
Industry Average <\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q4 2022<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

The latest Ofcom study of UK consumer complaints for Q4 2022 has, once again, named and shamed Shell Energy for attracting the most consumer moans about both home broadband and landline phone services, while BT did the same for Pay Monthly Mobile services and Virgin Media 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-33533","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 UK Name Shell Energy as UK ISP with Most Complaints in Q4 2022 - 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