Jump to navigation
Virgin Media news

Home broadband services provided by Virgin Media received the lowest number of customer complaints in the fourth quarter of 2013, according to new data from telecoms regulator Ofcom, which also reveals that EE and BT received the most complaints.

Ofcom's analysis shows that Virgin Media’s broadband service attracted just 0.07 complaints per 1,000 customers in Q4, closely followed by Sky, which had 0.08 per 1,000 customers.

In contrast, BT generated the most complaints for broadband as a proportion of its customer base for the first time ever, with 0.32 complaints per 1,000 customers during Q4 2013, largely driven by service faults and issues with the handling of previous complaints.

EE was the second most complained-about broadband provider, generating 0.29 grievances per 1,000 subscribers, while TalkTalk had 0.21 for every 1,000 customers - both of which were above the industry average of 0.17.

There was further success for Virgin Media when it came to home phone services, with the company receiving the fewest number of complaints about its landline, at 0.06 per 1,000 customers. Sky was a close second again, with 0.9 complaints per 1,000 customers during Q4.

TalkTalk remains the most complained-about landline provider - a titled it has held for more than two years - with 0.27 complaints per 1,000 customers, which is well above the industry average of 0.17 per 1,000 customers.

Despite this, Talktalk's complaints have continued to decrease quarter-on-quarter and are now at their lowest levels since the regulator first began publishing complaints. The list was rounded off by BT, which also had above-average complaint levels, at 0.20 per 1,000 customers in Q4.

The data means that Virgin Media was the least complained-about provider of both landline and broadband services in every quarter of 2013 - something welcomed by CEO Tom Mockridge.

He added: "Whilst we are pleased customers have told Ofcom we are better than BT, Sky and TalkTalk, we believe we can do even more. We are always striving to improve and are working hard to deliver the best customer experience every time."

Join the conversation

comments powered by Disqus

Stay up to date

  • Google+ Follow uSwitchTech
  • Subscribe to our RSS feed

Latest Comments

Search news