According to regulator Ofcom, the company received 32 complaints for every 100,000 broadband users between July and September of 2023.
O2, which belongs to the same group as Virgin, received the most complaints regarding pay monthly mobile services.
Customer service is Virgin Media O2’s top priority, despite acknowledging that the numbers fell short of its expectations.
In addition to Virgin Media, there were more complaints against NOW Broadband, TalkTalk, and their landline services than usual. There were also more complaints against NOW Broadband’s broadband service than usual.
Sky had the lowest number of complaints per 100,000 customers, making it the best-performing company in the broadband space.
The director of consumer protection at Ofcom, Fergal Farragher, reported a “slight increase in complaints” overall when compared to the previous quarter.
“Providers must continue to focus on improving customer service,” he stated.
Virgin Media’s complaint statistics, according to Ofcom, were influenced by the regulator’s July 2023 announcement that it was initiating an investigation into customers’ inability to cancel contracts with the company and the manner in which it handled complaints.
“As well as engaging fully with Ofcom’s ongoing investigation, we are investing in every area of our business to give our customers the best possible experience, with a real focus on resolving any issues at the first time of getting in touch and making it easier for them to get support when they need it,” a Virgin Media spokeperson.
“Offering exceptional customer service is our top priority, and we acknowledge that the increase in complaints during the third quarter falls well short of our projections.
The data for pay monthly mobile phone services revealed that O2 had six complaints per 100,000 customers, while the top two providers, Sky and EE, had only two complaints per 100,000 customers.
According to Ofcom, among all four services combined, Sky continued to receive the fewest or combined fewest complaints per 100,000 subscribers.
