Telecom regulator Ofcom has released a report on complaints it received about leading landline, mobile, broadband and pay-TV providers in the UK, during October-December 2022.
Here’s a summary of what this latest complaints data shows:
Shell Energy is the most complained-about landline and broadband provider, attracting more complaints about its service than in the previous quarter (July to September 2022). Customer complaints were mainly about faults, service and getting services installed.
Sky generated the fewest broadband complaints, with EE and Sky continuing to be jointly the least complained-about landline providers.
Stephen van Rooyen Chief Executive Officer, SKY UK & Europe, said: “For 11 years in a row, we have received the fewest complaints to Ofcom out of every pay-TV provider. We’ve seen over 11,000 Premier League goals in that time. Our customer service team has offered consistent and reliable support for customers whenever they’ve needed us.”
BT Mobile, Virgin Mobile and O2 were the most complained-about mobile operators, with customers primarily complaining about how their complaints had been handled (BT Mobile, Virgin Mobile), their experience with faults, service and getting services connected (O2), as well as issues changing provider (BT Mobile).
Sky Mobile, EE, Tesco Mobile and Three attracted the fewest complaints in the mobile sector.
Virgin Media and BT were the pay-TV service providers that attracted the most complaints. Virgin Media customers were most likely to be unhappy with how it handled their complaints, while BT customers complained about their experiences of faults, service and getting services installed. Sky received the fewest pay-TV complaints.
The numbers of complaints received during this period were similar to the previous quarter. Complaints about landline and pay-TV services decreased slightly, while complaints about broadband and pay-monthly mobile services stayed the same.
Year on year, the numbers of complaints received about broadband services increased slightly, while complaints for landline, pay-monthly mobile and pay-TV services stayed the same, Ofcom said.
