Virgin Media tops Ofcom pay TV complaints table

Ofcom’s HQ

Virgin Media generated the most complaints about pay TV to UK media and telecoms regulator Ofcom in the fourth quarter of last year. Sky generated the fewest complaints.

Virgin Media generated eight complaints per 100,000 customers, closely followed by BT with seven.

TalkTalk, by contrast, generated only three complaints per 100,000 customers. Sky generated only one complaint per 100,000 customers. The average for the pay TV industry as a whole was three complaints per 100,000 customers.

Virgin Media did somewhat better in broadband, which along with landline telephony generated far more complaints that TV or other services.

Shell Energy was bottom of the class for broadband, with 27 complaints per 100,000 customers, followed by Vodafone with 19.

Virgin Media sat mid-table for broadband, generating 14 complaints per 100,000, while Sky was top of the class with five complaints per 100,000 customers.

Sky’s NOW Broadband subsidiary did less well, generating 10 complaints per 100,000, on a par with BT and better than Virgin Media and TalkTalk, the last of which generated 18 complaints per 100,000 customers.

Virgin Mobile and BT Mobile were at the bottom of the customer complaints line-up for mobile services, however, generating three and four complaints per 100,000 customers respectively. Sky again topped the list for fewest complainants, with only one complaint per 100,000 customers, followed by BT-owned EE with two. The industry average for mobile was two complaints per 100,000.