News


Virgin Media tops Ofcom’s UK pay TV complaints table

Virgin Media generated the highest volume of pay TV complaints of all UK services providers to regulator Ofcom in the third quarter of last year, with Sky generating the lowest.

Virgin Media generated 14 complaints per 100,000 pay TV subscribers over the quarter, with 44% of those being related to complaints handling. The other main generators of Virgin Media complaints were billing, pricing and charges, accounting for 21%, and faults, service and provisioning, accounting for 17%.

BT generated 12 complaints per 100,000 customers, followed by TalkTalk with eight.

Sky, which generated only two complaints per 100,000 pay TV customers, pulled the overall industry average down to six.

The main drivers of complaints across pay TV providers were complaints handling, accounting for 38%, faults service and provisioning issues, accounting for 26%, and issues relating to billing, pricing and charges, accounting for 18%.

Vodafone generated the highest volume of fixed broadband complaints, at 26 per 100,000, followed by Plusnet, TalkTalk and Virgin Media, all of which generated 20-plus complaints per 100,000.

Sky and EE performed best in fixed broadband, generating five complaints per 100,000 customers each.

Vodafone also accounted for the highest number of landline and pay-monthly mobile phone complaints, with EE and Tesco Mobile respectively generating the fewest.