Plusnet performed better than Virgin Media with just 12 broadband complaints in Q2 2022, yet they didn't quite manage to do as well as they have in the past. Since then, complaints have been steadily decreasing for Virgin Media, although while they did see a minor increase at the start of 2022, this seems to be coming back down again. Virgin Media have been struggling with their complaint levels as recently as Q1 2021, yet they also took action to begin improving their service levels, with a spokesperson at the time telling us they had hired an additional 500 care agents and had already reduced their complaints by 70%.Īs a result of these improvements, Virgin's complaints did drop, and by Q2 2021, they reported just 15 complaints, less than half of the 33 complaints registered in the previous quarter. While they performed better than TalkTalk, Vodafone, and Shell Energy Broadband, they still reported more complaints than the industry average of 11. Virgin Media reported 16 complaints per 100,000 customers in Q2 2022. However, neither provider is yet managing to consistently stay beneath the industry average level of complaints. Improvementsīoth Plusnet and Virgin Media have been showing improvements in their customer service and complaint levels, and this has continued into Q2 2022. Read more about Sky vs EE in our head-to-head.īT and NOW Broadband are also continuing to perform well, reporting below the industry average of complaints for broadband, although BT has received higher complaints for their mobile and pay TV services. Sky also usually have the lowest complaint figures for pay TV as well. It's a trend both providers carry over into their other service markets, consistently receiving the lowest complaint figures for landline and mobile services. In Q1 2022 for example, Sky received 4 complaints per 100,000 customers, while EE had 3 complaints. Sky and EE have been receiving some of the lowest complaint figures in Ofcom's reports for several years now, occasionally switching places as to who has the fewest complaints. Both providers beat the industry average of 11 by some margin. Sky received just 3 complaints per 100,000 subscribers in the second quarter of 2022, with EE picking up 6 complaints. Source: Ofcom Sky received the least complaints
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