{"id":36078,"date":"2024-01-25T09:52:30","date_gmt":"2024-01-25T09:52:30","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36078"},"modified":"2024-01-25T11:20:40","modified_gmt":"2024-01-25T11:20:40","slug":"ofcom-shames-virgin-media-and-o2-for-uk-telecoms-complaints","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/01\/ofcom-shames-virgin-media-and-o2-for-uk-telecoms-complaints.html","title":{"rendered":"Ofcom Shames Virgin Media and O2 for UK Telecoms Complaints UPDATE"},"content":{"rendered":"

Ofcom<\/a> has published their latest study of UK consumer complaints for Q3 2023, which names Virgin Media<\/a> as the worst for attracting the most gripes about fixed broadband, landline phone and pay TV services. Meanwhile, O2<\/a>, which is part of the same company, attracted the most complaints for Pay Monthly Mobile services.<\/p>\n

Suffice to say, it’s not been a good quarter for VMO2, although Ofcom<\/a> acknowledges that their decision in July 2023 to launch an investigation into the difficulties the operator’s customers were facing in cancelling contracts, and how it had handled related complaints, may have played a part by prompting more customers to complain (here<\/a>).<\/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

A VMO2 spokesperson said:<\/strong><\/p>\n

\u201cOur number one priority is to provide an excellent service to our customers, and we accept that the rise in complaints in the third quarter falls far short of our expectations.<\/p>\n

As Ofcom acknowledges, the rise is largely due to its investigation announcement in July which subsequently generated a higher number of complaints than would ordinarily be expected. However, it should be noted that overall complaints about Virgin Media<\/a> and O2<\/a> products still represent a very small proportion of our customer base.<\/p>\n

As well as engaging fully with Ofcom\u2019s ongoing investigation, we are investing in every area of our business to give our customers the best possible experience, with a real focus on resolving any issues at the first time of getting in touch and making it easier for them to get support when they need it.\u201d<\/p><\/blockquote>\n

The regulator’s new report only covers complaints that Ofcom 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 does not deal with individual complaints, but they do monitor them and can take action if enough people raise a concern.<\/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

Take note that the proportion of people who were satisfied with their communications services in 2023 was 77% (unchanged from last year) for landline services, 82% (down from 83%) for broadband services and 87% (down from 91%) for all mobile services.<\/p>\n

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

As above, Virgin Media attracted the most broadband complaints in Q3 2023, with related gripes against the ISP mainly being driven by issues related to gripes about poor complaints handling (46%). On the flip side, Sky Broadband<\/a> continued to attract the fewest complaints of all the listed providers.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n10<\/td>\n12<\/td>\n13<\/td>\n11<\/td>\n<\/tr>\n
EE<\/a><\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n9<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n10<\/td>\n9<\/td>\n13<\/td>\n18<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n10<\/td>\n12<\/td>\n11<\/td>\n11<\/td>\n<\/tr>\n
Shell Energy<\/a><\/td>\n27<\/td>\n16<\/td>\n13<\/td>\n13<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n18<\/td>\n20<\/td>\n18<\/td>\n15<\/td>\n<\/tr>\n
Virgin Media<\/td>\n14<\/td>\n15<\/td>\n15<\/td>\n32<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n19<\/td>\n17<\/td>\n24<\/td>\n15<\/td>\n<\/tr>\n
Industry Average<\/td>\n11<\/td>\n12<\/td>\n12<\/td>\n15<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Once again, Virgin Media attracted the most complaints for fixed line phone services, where the top moan related to issues of poor complaints handling (49%). By comparison, Sky Broadband (Sky Talk) once again attracted the fewest complaints.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n6<\/td>\n8<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
EE<\/a><\/td>\n3<\/td>\n5<\/td>\n6<\/td>\n5<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n5<\/td>\n6<\/td>\n7<\/td>\n11<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
Shell Energy<\/a><\/td>\n25<\/td>\n10<\/td>\n10<\/td>\n8<\/td>\n<\/tr>\n
Sky Broadband<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n11<\/td>\n13<\/td>\n10<\/td>\n10<\/td>\n<\/tr>\n
Virgin Media<\/td>\n7<\/td>\n9<\/td>\n10<\/td>\n19<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n8<\/td>\n7<\/td>\n8<\/td>\n5<\/td>\n<\/tr>\n
Industry Average<\/td>\n6<\/td>\n7<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Mobile operators still enjoy lower complaint levels than fixed line providers, but O2 (VMO2) attracted the most gripes, with issues around how complaints were handled (31%) and issues related to service or provisioning faults (29%) driving most of it. By comparison, EE and Sky Mobile<\/a> both attracted the fewest gripes.<\/p>\n

The table also list’s BT as attracting a lot of complaints, but it’s worth pointing out that they no longer sell mobile plans to new customers.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\n<\/tr>\n
BT Mobile<\/td>\n4<\/td>\n7<\/td>\n8<\/td>\n5<\/td>\n<\/tr>\n
O2<\/td>\n3<\/td>\n4<\/td>\n5<\/td>\n6<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n2<\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n2<\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n3<\/td>\n4<\/td>\n8<\/td>\n <\/td>\n<\/tr>\n
Vodafone<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
EE<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Industry Average<\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Finally, Virgin Media attracted the most complaints for Pay TV. Sky received the fewest pay-TV complaints.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ4 2022<\/strong><\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\n<\/tr>\n
BT<\/td>\n7<\/td>\n11<\/td>\n10<\/td>\n7<\/td>\n<\/tr>\n
Sky TV<\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n1<\/td>\n<\/tr>\n
Virgin Media<\/td>\n8<\/td>\n9<\/td>\n10<\/td>\n20<\/td>\n<\/tr>\n
Industry Average <\/td>\n3<\/td>\n5<\/td>\n5<\/td>\n7<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q3 2023<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n

UPDATE 11:19am<\/strong><\/p>\n

Sky has issued a statement.<\/p>\n

Devesh Raj, Sky’s Group Chief Operating Officer, said:<\/strong><\/p>\n

\u201cDelivering the best Sky experience is not only underpinned by innovative products, unmissable content, and a reliable network, but by offering outstanding customer service. Having watched our teams across the business work with care and dedication every day, I\u2019m very pleased that we\u2019ve maintained our position as the least complained about provider yet again across Broadband, Talk, Mobile, and Pay-TV services.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom has published their latest study of UK consumer complaints for Q3 2023, which names Virgin Media as the worst for attracting the most gripes about fixed broadband, landline phone and pay TV services. Meanwhile, O2, which is part of the same company, attracted the most complaints for Pay Monthly Mobile services.<\/p>\n","protected":false},"author":1,"featured_media":23861,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,405,76,32,36,84,113,66,34,74,63,475,96],"class_list":["post-36078","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-ee","tag-kc","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":"https:\/\/mastodon.social\/@ispreview\/111815980073605429","error":""},"yoast_head":"\nOfcom Shames Virgin Media and O2 for UK Telecoms Complaints UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Ofcom has published their latest study of UK consumer complaints for Q3 2023, which names Virgin Media as the worst for attracting the most gripes about\" \/>\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\/2024\/01\/ofcom-shames-virgin-media-and-o2-for-uk-telecoms-complaints.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Shames Virgin Media and O2 for UK Telecoms Complaints UPDATE - 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