Virgin Mobile was the most complained-about mobile operator, along with Three and Vodafone; while Tesco Mobile, BT Mobile, Sky Mobile, EE and O2 were all tied as least complained-about operators according to new Ofcom data.
The complaints are taken from April to June this year, when the UK’s lockdown restrictions began to ease.
Virgin Media saw its complaint volumes reduce significantly after Ofcom raised concerns about its customer service in the previous quarter.
However, it was still ranked the highest, with the company’s handling of complaints being the main reason customers were unsatisfied.
TalkTalk generated the most complaints for broadband and landline, primarily due to faults and service issues.
EE and Sky were the least complained-about broadband and landline providers, and Sky attracted the fewest complaints for pay TV.
Fergal Farragher, Ofcom’s Consumer Protection Director, said: “It’s encouraging to see complaints figures falling across the board to pre-pandemic levels, but providers cannot be complacent about their customer service.”
An EE spokesperson told City A.M.: “Our customers already know we provide the best customer service across the industry, and these results reflect the hard work of our teams in UK and Ireland contact centres and retail stores providing the best personal and local service. EE customers also enjoy being part of the UK’s biggest and fastest network. With more 5G coverage than any other provider, EE has been named the UK’s best network for the past 8 years by RootMetrics.”
BT also reached out and said: “BT is seeing fewer complaints than ever before and we’re dedicated to keeping our customers connected and providing great service with 100% of calls being answered in the UK and Ireland. We’re committed to helping our customers wherever they need us with our nationwide team of Home Tech Experts providing in-home support.”
More to follow