The UK broadband regulator Ofcom has released its Q4 2022 complaints report, covering broadband, home phone, mobile, and pay TV services. The report showed that Shell Energy was the most complained about provider for both broadband and home phone services, while Virgin Media had the highest number of complaints in the pay TV sector.
The report reveals the number of complaints per 100,000 customers for each provider during the quarter, allowing for easy comparison between providers and the industry average.
Broadband Complaints
Sky topped the list with the fewest broadband complaints, receiving only 5 per 100,000 customers. EE followed closely with 7 complaints. BT, Plusnet, and Now Broadband all tied with 10 complaints each, coming in just below the industry average of 11 complaints. Virgin Media generated 14 complaints, while TalkTalk and Vodafone had 18 and 19 complaints, respectively. Shell Energy received the highest number of complaints at 27 per 100,000 customers.
Home Phone Complaints
Sky once again ranked the best in home phone complaints, with only 2 per 100,000 customers. EE came in second with 3 complaints, followed by Now with five. BT had 6 complaints, which matched the industry average. Plusnet and Virgin Media both had 7 complaints, while Vodafone received 8. TalkTalk had 11 complaints, and Shell Energy once again performed the worst, with 25 complaints per 100,000 customers.
Mobile Complaints
Sky continued its trend of low complaint numbers in the mobile sector, with just 1 complaint per 100,000 customers. Vodafone, Three, ID Mobile, EE, and Tesco Mobile all tied with 2 complaints each. Virgin Mobile and O2 had 3 complaints each, while BT Mobile had 4. The Industry average was 2 complaints.
Pay TV Complaints
In pay TV complaints, Sky secured the top position again, receiving only 1 complaint per 100,000 customers. TalkTalk had 3 complaints, matching the industry average. BT generated 7 complaints, while Virgin Media TV had the highest number of complaints at 8 per 100,000 customers.