Now received 22 complaints per 100,000 subscribers between January and March, well above the industry average of 11, while Virgin Media was the most complained-about pay-TV provider
Now has been dubbed the most complained-about broadband and landline provider, according to the latest quarterly figures from regulator Ofcom.
Now racked up 22 complaints per 100,000 subscribers between January and March, soaring above the industry average of 11. For its landline service, Now received 12 complaints per 100,000 customers, outpacing EE and Virgin Media both on 11 to top the leaderboard of the most grumbled-about providers.
The bulk of complaints for Now and Virgin were primarily about how they dealt with grievances, while EE’s complaints were mostly about faults, service and connection issues. Utility Warehouse sparked the fewest gripes for landline services, while Sky and Shell Energy emerged as the least moaned-about broadband providers.
O2 continues to be the most complained-about mobile operator, with complaints largely driven by how customer grievances were being managed. Tesco Mobile, Sky Mobile, EE and Vodafone garnered the fewest complaints in the mobile category.
Virgin Media was the most whinged-about pay-TV provider with 11 complaints per 100,000 subscribers, significantly above the industry average of four, and notably higher than TalkTalk on three and Sky and EE on two. Ofcom noted that overall complaints took a dip compared to the previous quarter.
Despite the overall number of broadband complaints taking a downward turn, Ofcom’s figures highlight that there is still ample room for improvement in the sector. Complaints regarding landline, fixed broadband and pay-TV services have seen a decrease, while those about mobile services have experienced a slight increase.
Fergal Farragher, Ofcom’s policy director, commented: “We’re pleased to see a fall in complaints based on the previous quarter, and we’re especially heartened by an improvement among some providers we have engaged with following previous poor performance.”
“However, there is still room for improvement across many services. It’s notable that a major issue for customers is how providers deal with their complaints. This drives many of the complaints we receive, so is clearly an area where providers must raise their game.”
A spokesperson for Virgin Media O2 responded: “We know we don’t always get it right when it comes to customer service and we have a comprehensive strategy in place to improve. We have boosted the number of agents, including in specialist teams that handle the most complex issues, we’re investing more money in customer-facing areas of the business, multi-skilling our teams, transforming our IT systems and improving our digital tools.”
“We know that change takes time and this can’t be fully fixed overnight, but we have a clear plan that has already led to a reduction in complaints, improved customer satisfaction scores and lower call waiting times.”
Which? director of policy and advocacy Rocio Concha said: “While it’s positive that the overall number of broadband complaints has fallen, Ofcom’s figures show there is still plenty of room for improvement in the sector.
“Recent Which? research named Virgin Media the worst broadband firm for customer service. Half (50%) of Virgin Media customers experienced at least one customer service issue when getting in touch with their provider in the year to May 2024.
“It is never OK for firms to provide sub-standard customer service, but in an essential sector providing vital services millions rely on every day, it is completely unacceptable. Virgin Media and any other firms falling short must improve their customer service and give consumers the support they deserve.”
