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Virgin most complained about pay TV service; BT sees improvement

Virgin Media has become the most complained about pay TV provider, according to the latest Ofcom statistics.

The data published today also shows the previously most-complained about pay TV service - BT TV - has seen a sharp drop in the number of complaints sent to Ofcom. Sky remains the least complained about pay TV service in the UK.

Pay TV complaints since 2016 per 100,000 subscribers (Source: Ofcom)

Virgin Media's mobile users were also the most likely to complain to Ofcom, with customers of O2, EE and Tesco Mobile least likely to have an issue warranting contact with the regulator.

Overall, complaints about broadband, landline, mobile and pay-TV services have fallen since the last quarter, and are at their lowest levels since Ofcom started collecting this data in 2010.

The latest report reveals the number of complaints made to Ofcom about the UK’s largest providers, per 100,000 of their customers, between April and June this year - crucially before Virgin's high-profile dispute with UKTV: customer complaints triggered during the channel blackout will be reflected in the next set of quarterly data.

Across the board, Sky and Tesco Mobile continue to perform well compared to industry averages, and there have been significant improvements from BT and its other brands – EE and Plusnet.

While TalkTalk has also improved recently, it still generated the most complaints for landline and broadband services.

Jane Rumble, Ofcom’s Director of Consumer Policy, said:
“Although we’re encouraged that complaints are at their lowest levels since we started shining a light on this, some telecoms and TV companies are still falling short. We expect those providers to up their game and deliver better service to all their customers.”