BT and Virgin Media top Ofcom’s pay TV complaints in Q2

BT and Virgin Media attracted the most complaints among pay TV providers in the UK in the second quarter, according to regulator Ofcom’s latest published figures.

Ofcom’s HQ (Source: Ofcom)

Sky was once again the least complained-about pay TV provider.

BT and Virgin Media generated 10 complaints per 100,000 customers each against an industry average of five. TalkTalk generated four complaints per 100,000 while Sky generated only two.

BT’s complaints were mainly driven by customers’ experience with faults, service and getting services connected, while Virgin’s complaints were driven mainly by how customers’ complaints were handled. Sky received the fewest pay TV complaints.

Vodafone was the most complained-about broadband provider, with a substantial rise in complaints from the previous quarter. Customers’ complaints were mainly driven by their experience with faults, service and getting services connected. Ofcom said it had engaged with Vodafone regarding their performance in this latest round of complaints data and that the company taking steps to identify and address the causes.

TalkTalk, Shell Energy and Virgin Media were the most complained-about landline providers. TalkTalk saw a small decrease, Shell Energy remained static and Virgin Media saw a small increase in their complaints since the previous quarter.

Sky continued to generate the fewest complaints in both broadband and landline.

BT Mobile was the most complained-about mobile operator, with customers primarily complaining about how their complaints were being handled and issues changing provider. Sky Mobile, EE and Tesco Mobile were the mobile providers who received the fewest complaints.

“It is positive to see that overall, complaints volumes have remained consistent compared to the previous quarter. However, complaints are still slightly higher than they were in 2022, and this shows that providers still have work to do in improving customers’ experiences. We work alongside providers to help make sure they improve their performance and acknowledge Vodafone is taking steps to identify and address the increased volume of complaints during this period,” said Fergal Farragher, Ofcom’s Consumer Protection Director.

Commenting on Sky’s favourable rating, Stephen van Rooyen, CEO, Sky UK and Ireland and chief commercial officer, Sky Group, said: “Providing excellent customer service is at the heart of what we do, which is why we’ve maintained our position as the least complained about provider across pay-TV, broadband, landline and mobile services. We are proud of our customer service teams – it is thanks to their high standards and hard work we have achieved this yet again.”