We rely on broadband every day of the year for work and play, so it’s no wonder the UK’s internet providers rack up their fair share of complaints when things aren’t working properly. Regulator Ofcom has tallied up the moans and has just published its latest numbers to show whether Sky, BT, Vodafone, and Virgin Media have improved since January’s results.
The latest figures reveal that Virgin Media is once again the most complained about internet service provider (ISP) in the UK from October to December 2023. The popular firm, which has millions of customers, notched up 20 complaints per 100,000 broadband customers – though this was down on the 32 per 100,000 counted in the previous quarter.
Ofcom confirmed that the reason so many people complained was rather self-perpetuating for Virgin.
“Virgin Media remained the most complained-about broadband, landline and pay-TV provider, although they did see a sizeable fall in all of these areas from the previous quarter, Ofcom said. “Customers’ complaints were again mainly driven by how their complaints were being handled.”
It’s a chicken and egg situation for Virgin Media, then. Closely following the broadband provider was Now with 18 complaints per 100,000, swiftly followed by Shell with 14. Sky was the least complained about internet company with just five complaints from the sample size.
It gets worse for Virgin though, with Ofcom stating: “Virgin Media’s position as the most complained-about broadband, landline and pay-TV provider continues from the previous quarter. We are currently investigating Virgin Media’s performance with regard to our rules on complaints handling and contract termination.”
Here’s the full list of complaints levelled against broadband providers ranked from best to worst in terms of complaints:
SKY • 5 complaints per 100,000
PLUSNET • 9 complaints per 100,000
EE • 9 complaints per 100,000
BT • 11 complaints per 100,000
TALKTALK • 13 complaints per 100,000
VODAFONE • 14 complaints per 100,000
SHELL • 14 complaints per 100,000
NOW • 18 complaints per 100,000
VIRGIN MEDIA • 20 complaints per 100,000
“At a time when many telecoms firms have implemented mid-contract price hikes of almost nine per cent, it’s unacceptable that poor customer service from some of the biggest telecoms firms has led thousands of their customers to complain to the regulator,” said Rocio Concha, Which? Director of Policy and Advocacy.
“Virgin Media is the most complained-about broadband firm and also performed particularly poorly for customer service in Which?’s most recent broadband customer satisfaction survey.
“While many consumers will rightly consider switching, firms that are falling short must urgently make improvements so all customers are getting the standard of service and support they need and deserve.”
To top it all off, O2 was the most complained about mobile provider. Virgin Media merged with O2 in 2021. Sky Mobile, Tesco Mobile, EE and Vodafone received the fewest complaints comparatively.