Virgin Media most-complained about broadband supplier

Virgin Media is the most-complained about broadband, landline cellphone and pay-TV service within the UK.

The firm attracted 32 complaints per 100,000 broadband prospects between July and September 2023, regulator Ofcom stated.

For pay month-to-month cell providers, O2, which is a part of the identical group as Virgin, attracted probably the most gripes.

Virgin Media O2 admitted the figures fell wanting its expectations however stated customer support was its precedence.

Alongside Virgin Media, NOW Broadband and TalkTalk acquired higher-than-average numbers of complaints for his or her landline providers, whereas NOW Broadband additionally acquired higher-than-average complaints about broadband.

Sky was the best-performing agency when it got here to broadband, with solely 5 complaints per 100,000 prospects.

Fergal Farragher, Ofcom’s client safety director, stated there had been an total “slight increase in complaints” in contrast with the earlier quarter.

“Providers must continue to focus on improving customer service,” he stated.

Ofcom stated a think about Virgin Media’s complaints figures was the regulator’s announcement in July 2023 that it was launching an investigation into prospects’ difficulties cancelling contracts with the agency, and the way it dealt with complaints.

“As well as engaging fully with Ofcom’s 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,” a Virgin Media O2 spokesperson stated.

“Our 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.

With pay monthly mobile phone services, the data showed six complaints per 100,000 customers for O2, compared with two for the best performing providers, Sky and EE.

Ofcom said that Sky continued to be the provider that attracted the fewest or joint fewest complaints per 100,000 subscribers across all four services.