Virgin Media remains the most complained-about broadband, landline and pay-TV provider in the UK.
However, in figures that cover the period from October to December last year, the operator saw a sizeable fall in complaints when compared to the previous quarter. Customers’ complaints were again mainly driven by how their complaints were being handled.
A Virgin Media O2 spokesperson told Broadband TV News: “We’re committed to providing an excellent service to our customers, and while overall these complaints represent a very small proportion of our customer base, we acknowledge there is a need for improvement, which is underway, and we’re focused on getting this right.
“We are investing heavily and making changes across our business to deliver tangible improvements – for example through multi-skilling our teams and rolling out new IT platforms that will make it easier for customers to get support when they need it, and empowering our people to resolve any issues quickly and effectively first time.”
The figures are relatively low with just 0.020% of customers complained to Ofcom about broadband services; 0.013% complained about their pay-TV service; 0.013% complained about their landline service; and 0.007% complained about their O2 mobile service.
Sky continued to generate the fewest complaints for both broadband and landline services, while Sky and TalkTalk were the least complained about pay-TV providers this quarter.
Fergal Farragher, Ofcom’s Policy Director, said: “We can see from these latest figures that customer dissatisfaction remains at a similar level to the previous quarter. While there has been an improvement in Virgin Media’s performance, its position at the bottom of our tables shows there is further room for improvement.”
Across the board, complaints about landline, fixed broadband and pay-TV all fell from the previous quarter while complaints about mobile pay-monthly services remained at similar levels.
