Virgin Media tops Ofcom’s pay TV complaints list, with Sky generating fewest complaints

Sky stood out as the least complained-about pay TV service, while Virgin Media was the most complained-about service in regulator Ofcom’s latest survey of service provider complaints.

Sky generated only one complaint per 100,000 subscribers in Q2, meaning it was the only provider to perform better than the industry average of four complaints per 100,000.

Virgin Media generated the highest volume of complaints – nine per 100,000. The main complaints in its case related to handling (35%); billing, pricing, and charges (28%); and faults, service, and provisioning (19%).

BT also generated complaints above the industry average, with six and five per 100,000 respectively.

The main drivers of complaints across pay-TV providers were complaints handling (39%); billing, pricing and charges (25%); and faults, service and provisioning (24%).

For fixed broadband services, EE, Sky and BT performed better than the industry average, with four, five and 10 complaints per 100,000 subscribers respectively.

TalkTalk was the most complained-about broadband provider with 19 complaints per 100,000, followed by Virgin Media with 17.

Tesco Mobile was the least complained about contract mobile provider, while Virgin Mobile generated most complaints. EE was the least complained-about landline provider, and TalkTalk was the most complained-about.

Responding to the latest numbers, an EE spokesperson said: “Our customers already know we provide the best customer service across the industry, and these results reflect the hard work of our teams in UK and Ireland contact centres and retail stores providing the best personal and local service. EE customers also enjoy being part of the UK’s biggest and fastest network. With more 5G coverage than any other provider, EE has been named the UK’s best network for the past 8 years by RootMetrics.”

A BT spokesperson said: “BT is seeing fewer complaints than ever before and we’re dedicated to keeping our customers connected and providing great service with 100% of calls being answered in the UK and Ireland. We’re committed to helping our customers wherever they need us with our nationwide team of Home Tech Experts providing in-home support.”