{"id":36964,"date":"2024-04-17T12:07:14","date_gmt":"2024-04-17T11:07:14","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36964"},"modified":"2024-04-17T13:34:51","modified_gmt":"2024-04-17T12:34:51","slug":"ofcom-sees-virgin-media-attract-most-uk-broadband-gripes-in-q4-2023","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/04\/ofcom-sees-virgin-media-attract-most-uk-broadband-gripes-in-q4-2023.html","title":{"rendered":"Ofcom Sees Virgin Media Attract Most UK Broadband Gripes in Q4 2023 UPDATE"},"content":{"rendered":"

Ofcom<\/a> has published their latest study of UK consumer complaints for Q4 2023, which once again 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

The regulator’s new 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. Communications Ombudsman<\/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 57,374 complaints via calls, web forms, emails, social media and letters directly from consumers in 2022\/23, which is down from 76,135 in 2021\/22 and 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 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

For the second quarter running, Virgin Media<\/a> attracted the most broadband complaints in Q4 2023, with related gripes against the ISP mainly being driven by issues related to complaints handling (44%). 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>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n12<\/td>\n13<\/td>\n11<\/td>\n11<\/td>\n<\/tr>\n
EE<\/a><\/td>\n7<\/td>\n7<\/td>\n9<\/td>\n9<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n9<\/td>\n13<\/td>\n18<\/td>\n18<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n12<\/td>\n11<\/td>\n11<\/td>\n9<\/td>\n<\/tr>\n
Shell Energy<\/td>\n16<\/td>\n13<\/td>\n13<\/td>\n14<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n20<\/td>\n18<\/td>\n15<\/td>\n13<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n15<\/td>\n15<\/td>\n32<\/td>\n20<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n17<\/td>\n24<\/td>\n15<\/td>\n14<\/td>\n<\/tr>\n
Industry Average<\/td>\n12<\/td>\n12<\/td>\n15<\/td>\n12<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Virgin Media also attracted the most complaints for fixed line phone services, where the top gripe once again related to issues of complaints handling (43%). By comparison, Sky Broadband<\/a> (Sky Talk) attracted the fewest complaints.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n8<\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
EE<\/a><\/td>\n5<\/td>\n6<\/td>\n5<\/td>\n3<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n6<\/td>\n7<\/td>\n11<\/td>\n10<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n7<\/td>\n7<\/td>\n7<\/td>\n6<\/td>\n<\/tr>\n
Shell Energy<\/td>\n10<\/td>\n10<\/td>\n8<\/td>\n12<\/td>\n<\/tr>\n
Sky Broadband<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n13<\/td>\n10<\/td>\n10<\/td>\n9<\/td>\n<\/tr>\n
Virgin Media<\/td>\n9<\/td>\n10<\/td>\n19<\/td>\n13<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n7<\/td>\n8<\/td>\n5<\/td>\n4<\/td>\n<\/tr>\n
Industry Average<\/td>\n7<\/td>\n7<\/td>\n8<\/td>\n7<\/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<\/a> managed to attract the most gripes during the quarter, with issues around complaints handling (34%) driving most of it – we’re starting to see a bit of a trend. By comparison, EE<\/a>, Tesco Mobile<\/a>, Vodafone<\/a> and Sky Mobile<\/a> all tied by attracting the fewest gripes.<\/p>\n

NOTE: The table list’s BT<\/a> too, 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>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\n<\/tr>\n
BT Mobile<\/td>\n7<\/td>\n8<\/td>\n5<\/td>\n3<\/td>\n<\/tr>\n
O2<\/a><\/td>\n4<\/td>\n5<\/td>\n6<\/td>\n7<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n2<\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n3<\/td>\n4<\/td>\n4<\/td>\n4<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n4<\/td>\n8<\/td>\n <\/td>\n <\/td>\n<\/tr>\n
Vodafone<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
EE<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Industry Average<\/td>\n3<\/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 and the key driver for most of those gripes was, yes you guessed it, issues with complaints handling (48%). Meanwhile, Sky TV and TalkTalk<\/a> jointly received the fewest pay-TV complaints.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ1 2023<\/strong><\/td>\nQ2 2023<\/strong><\/td>\nQ3 2023<\/strong><\/td>\nQ4 2023<\/strong><\/td>\n<\/tr>\n
BT<\/td>\n11<\/td>\n10<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
Sky TV<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n4<\/td>\n4<\/td>\n1<\/td>\n2<\/td>\n<\/tr>\n
Virgin Media<\/td>\n9<\/td>\n10<\/td>\n20<\/td>\n13<\/td>\n<\/tr>\n
Industry Average <\/td>\n5<\/td>\n5<\/td>\n7<\/td>\n5<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q4 2023<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n

UPDATE 1:33pm<\/strong><\/p>\n

We’ve had a comment from VMO2.<\/p>\n

A Virgin Media O2 spokesperson said:<\/strong><\/p>\n

\u201cWe\u2019re committed to providing an excellent service to our customers, and while overall these complaints represent a very small proportion of our customer base, we acknowledge there is a need for improvement, which is underway, and we\u2019re focused on getting this right.<\/p>\n

We are investing heavily and making changes across our business to deliver tangible improvements \u2013 for example through multi-skilling our teams and rolling out new IT platforms that will make it easier for customers to get support when they need it, and empowering our people to resolve any issues quickly and effectively first time.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom has published their latest study of UK consumer complaints for Q4 2023, which once again 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":26859,"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-36964","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\/112286245651830859","error":""},"yoast_head":"\nOfcom Sees Virgin Media Attract Most UK Broadband Gripes in Q4 2023 UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Ofcom has published their latest study of UK consumer complaints for Q4 2023, which once again names Virgin Media as the worst for attracting the most\" \/>\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\/04\/ofcom-sees-virgin-media-attract-most-uk-broadband-gripes-in-q4-2023.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Sees Virgin Media Attract Most UK Broadband Gripes in Q4 2023 UPDATE - 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