Millions of Virgin Media broadband, phone and TV customers warned to 'switch'

The best and worst broadband, phone and TV firms have been revealed in a new Ofcom survey. Ofcom has found Virgin Media to be the worst broadband, phone and TV provider in the UK this quarter as the Cost of Living crisis continues.

Virgin Media was the most complained about broadband, landline and TV providers. Fergal Farragher, Ofcom’s policy director, said: “We can see from these latest figures that customer dissatisfaction remains at a similar level to the previous quarter.

“While there has been an improvement in Virgin Media’s performance, its position at the bottom of our tables shows there is further room for improvement.” Virgin Media received 20 complaints for every 100,000 broadband customers between October and December 2023.

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The second worst on the list was Now Broadband, which received 18 complaints per 100,000 customers. Topping the list as the best broadband provider was Sky, which only received five complaints per 100,000 customers, the Ofcom study found.

Virgin Media also topped the list as the worst landline provider, with recorded complaints coming in at 13 for every 100,000 customers. Virgin Media was also found to be the worst provider for pay-TV this quarter, with a whopping 13 complaints for every 100,000 customers.

A spokesperson for Virgin Media said: “We’re committed to providing an excellent service to our customers, and while overall these complaints represent a very small proportion of our customer base, we acknowledge there is a need for improvement, which is under way, and we’re focused on getting this right.

“We are investing heavily and making changes across our business to deliver tangible improvements, for example through multi-skilling our teams and rolling out new IT platforms that will make it easier for customers to get support when they need it, and empowering our people to resolve any issues quickly and effectively first time.”

Rocio Concha, the director of policy and advocacy at Which?, said: “At a time when many telecoms firms have implemented mid-contract price hikes of almost nine per cent, it’s unacceptable that poor customer service from some of the biggest telecoms firms has led thousands of their customers to complain to the regulator.

“Virgin Media is the most complained-about broadband firm and also performed particularly poorly for customer service in Which?’s most recent broadband customer satisfaction survey. While many consumers will rightly consider switching, firms that are falling short must urgently make improvements so all customers are getting the standard of service and support they need and deserve.”