The latest broadband stats are in and there are some very clear winners and losers when it comes to customer complaints. These latest findings have just been published by telecoms regulator Ofcom and it’s not great news for anyone who subscribes to Virgin Media or TalkTalk. The two firms have come bottom of the pile with some of the most complaints in the industry for broadband, landline and Pay TV.
This isn’t the first time Virgin Media has performed badly in these vital league tables with Ofcom raising concerns with the provider about its customer service in the previous quarter.
Ofcom says Virgin is improving with complaints about its service dropping in volume but it’s still the most complained-about pay-TV provider and mobile network plus it came in the bottom three for both its broadband and landline services.
At the other end of the scale is EE with the firm coming top for broadband, mobile and landline services.
This makes it one of the least complained about providers with Sky also performing well in a number of categories.
One final provider who will be pleased with the latest results is Tesco Mobile who came joint first for least complaints with its network.
Here’s how everyone compared in the latest Ofcom stats
BROADBAND WINNERS
Complaints per 100,000
EE • 4
Sky • 5
BT • 10
BROADBAND LOSERS
Complaints per 100,000
Vodafone • 14
Shell • 13
Plusnet • 15
Virgin Media • 17
TalkTalk • 19
LANDLINE WINNERS
Complaints per 100,000
EE • 2
Sky • 3
BT • 6
Vodafone • 7
LANDLINE LOSERS
Complaints per 100,000
Plusnet • 8
Virgin Media • 10
Shell • 10
TalkTalk • 13
MOBILE WINNERS
Complaints per 100,000
Tesco • 1
Sky • 1
BT Mobile • 1
EE • 1
O2 • 2
MOBILE LOSERS
Complaints per 100,000
ID Mobile • 2
Vodafone • 3
Three • 3
Virgin Mobile • 4
PAY TV WINNERS
Complaints per 100,000
Sky • 1
PAY TV LOSERS
Complaints per 100,000
TalkTalk • 5
BT • 6
Virgin Media • 9
Speaking about the latest stats, Fergal Farragher, Ofcom’s Consumer Protection Director, said: “It’s encouraging to see complaints figures falling across the board to pre-pandemic levels, but providers cannot be complacent about their customer service.
“Those with a consistently high number of complaints still have a lot of work to do to ensure they meet the expectations of their customers.”
If you are having issues with your provider then Ofcom recommends that you first raise a complaint with them directly.
If they are unhappy with the outcome, people can take the complaint to an independent ombudsman, who will look at the case and make a judgment on it.