Virgin Media tops listing of most-complained about service suppliers

Virgin Media has acquired essentially the most buyer complaints of all suppliers within the broadband, landline and pay-TV classes, in line with the newest information from regulator Ofcom.

Ofcom stated Virgin Media noticed a substantial rise in complaints between July and September final yr in comparison with the earlier quarter, with criticism dealing with proving the principle driver of complaints in opposition to Virgin in all three classes.

Ofcom publishes complaints information each three months to assist individuals evaluate suppliers once they store round – and to disgrace corporations into bettering customer support.

Unhappy clients: Virgin Media’s criticism dealing with has been the main target of complaints

For broadband providers, Virgin Media acquired 32 complaints per 100,000 clients through the three-month interval. 

This was effectively forward of the second-highest, Now Broadband, which received 18 complaints, and greater than double the business common of 15.

Sky, EE and BT all got here in with the fewest complaints at 5, 9 and 11 respectively.

Complaint dealing with was the reason for 46 per cent of broadband complaints in opposition to Virgin Media, in contrast with an business common of 37 per cen

But solely 20 per cent of complaints in opposition to the corporate had been on account of faults, service and provisioning, coming in beneath the business common of 32 per cent.

Complaint dealing with brought about 49 per cent of grievances in landline providers, streaking forward of 38 per cent for the remainder of the business. 

Ofcom stated Virgin Media noticed 19 complaints per 100,000, versus simply two for Sky.

In pay-TV, Virgin noticed 20 complaints per 100,000, double the ten acquired by BT, Sky and TalkTalk mixed. 

Complaint dealing with was as soon as once more the commonest trigger.

In July final yr, the regulator launched an investigation into how Virgin Media manages buyer complaints and buyer difficulties in cancelling their contracts.

Customers beforehand stated they had been struggling to get via to Virgin on the cellphone, whereas some had their calls dropped mid-way via or had been placed on maintain for a protracted time period.

Ofcom stated its investigation could also be an element within the complaints figures for Virgin Media through the quarter, however stated it’s ‘additionally conscious that our investigation was partially primarily based on complaints that clients had already made about Virgin Media’s providers.’

A spokesperson from Virgin Media stated: ‘Our primary precedence is to offer a wonderful service to our clients, and we settle for that the rise in complaints within the third quarter falls far in need of our expectations.

‘As Ofcom acknowledges, the rise is basically on account of its investigation announcement in July which subsequently generated the next variety of complaints than would ordinarily be anticipated. 

‘However, it needs to be famous that general complaints about Virgin Media merchandise nonetheless characterize a really small proportion of our buyer base.

‘As effectively as partaking absolutely with Ofcom’s ongoing investigation, we’re investing in each space of our enterprise to present our clients the absolute best expertise, with an actual concentrate on resolving any points on the first time of getting in contact and making it simpler for them to get help once they want it.’

In pay-monthly cellular, O2 and BT Mobile got here again as essentially the most complained-about operators, with O2 receiving 31 per cent of complaints on account of its criticism dealing with, above the business common of 30 per cent.

BT noticed 36 per cent on account of criticism dealing with, however 45 per cent on account of difficulties in altering supplier.

Overall, Sky was the least-complained about supplier through the quarter, with the fewest complaints in each broadband and landline, in addition to joint-fewest in each pay-TV and cellular.