Virgin Media has been named the most-complained-about broadband, landline phone and pay-TV provider in the UK, according to Ofcom. The regulator reported 32 complaints per 100,000 broadband customers between July and September 2023.
For pay monthly mobile services, O2, part of the same group as Virgin Media, attracted the highest number of complaints. Virgin Media O2 acknowledged the figures fell short of expectations but emphasised customer service as its priority.
Ofcom's consumer protection director, Fergal Farragher, noted a 'slight increase in complaints' compared to the previous quarter, urging providers to improve customer service. The regulator highlighted that its July 2023 investigation into Virgin Media's contract cancellation difficulties and complaint handling contributed to the figures.
Sky performed best in broadband with only five complaints per 100,000 customers, and continued to attract the fewest complaints across all four services. NOW Broadband and TalkTalk also received higher-than-average complaints for landline services.
