Virgin Media: The Broadband Provider with the Most Complaints


Virgin Media has been revealed as the most complained-about broadband, landline phone, and pay-TV service in the UK, according to regulator Ofcom. Between July and September 2023, the company received 32 complaints per 100,000 broadband customers. O2, which is part of the same group as Virgin, received the most complaints for pay monthly mobile services. Virgin Media O2 acknowledged that the figures were below expectations but stated that customer service was its priority. NOW Broadband and TalkTalk also received higher-than-average numbers of complaints for their landline services, while NOW Broadband had more complaints than average for its broadband service. Sky was the best-performing company in terms of broadband, with only five complaints per 100,000 customers. Ofcom noted a slight increase in complaints compared to the previous quarter and urged providers to focus on improving customer service. Ofcom attributed some of Virgin Media’s complaints to its announcement in July 2023 that it was investigating difficulties customers faced when cancelling contracts and how complaints were handled. A spokesperson for Virgin Media O2 said that they were fully cooperating with the investigation and were investing in all areas of the business to provide the best possible customer experience. In terms of pay monthly mobile phone services, O2 had six complaints per 100,000 customers, compared to two for the best-performing providers, Sky and EE. Sky continued to have the fewest or joint fewest complaints per 100,000 subscribers across all four services.

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