Virgin Media had the most complaints about broadband, landline and PTV providers in the first quarter of 2021 as complaints in all three markets reached three-year highs.
However, off-site data shows that mobile users are quite satisfied with their mobile operator, which is given in relatively low numbers across the board.
The regulator publishes data every three months to help consumers make informed decisions and encourage operators to improve their service and how to handle complaints.
The latter desire seems to have the desired effect on Vodafone, which has lost its undesirable crown in the broadband and landline markets and has also improved its performance in the mobile category. Meanwhile, Sky and EE also performed well across the board.
However, Virgin Media had a quarter of forgetfulness. Between January and March, it received 33 complaints per 100,000 subscribers in the broadband market, more than the industry average of 19 and more than 7 from leaders EE and Sky.
Both EE and Sky received only 5 landline complaints, well above the industry average of 11, while BT also fell below average in both markets. In contrast, Virgin Media recorded 19. With an average of 6 in the PTV market, Sky continued to lead the field with only 2 complaints per 100,000. Virgin Media received 17.
However, in the mobile segment, the industry average was only 3. Tesco Mobile leads with only 1 complaint per 100,000 – such as Sky and EE. O2 (2) and BT (3) also performed well, Vodafone recorded 4 complaints, ID Mobile 5 and Virgin Media also 5. Three received the most complaints with six.
“These complaints are from the height of the epidemic, which was a difficult time for everyone, including business,” said Fergal Frager, Consumer Protection Director at Offcom.
“But some providers are clearly struggling with customer service more than others, and we understand how frustrating it must have been for their customers at a time when they needed their communication services the most. It has been clear to providers that we expect performance to now return to at least the levels we saw before the epidemic – or even better.