Now has been named the most complained-about broadband and landline provider in the latest quarterly figures from regulator Ofcom.
Now received 22 complaints per 100,000 subscribers between January and March, well above the industry average of 11.
Now received 12 complaints per 100,000 customers for its landline service, followed by EE and Virgin Media – both on 11 – to top the table of the most complained-about providers.
As with broadband, Now’s and Virgin’s complaints were mainly driven by how they handled complaints, while EE’s complaints were mainly about faults, service and getting services connected.
Utility Warehouse generated the fewest complaints for landline services, while Sky and Shell Energy were the least complained-about broadband providers.
O2 remains the most complained-about mobile operator, with complaints again mostly driven by how customers’ complaints were being handled.
Tesco Mobile, Sky Mobile, EE and Vodafone received the fewest complaints in the mobile category.
Virgin Media was the most complained-about pay-TV provider with 11 complaints per 100,000 subscribers, well above the industry average of four, and significantly higher than TalkTalk on three and Sky and EE on two.
Ofcom said overall complaints fell compared to the previous quarter.
While it’s positive that the overall number of broadband complaints has fallen, Ofcom’s figures show there is still plenty of room for improvement in the sector.
Complaints about landline, fixed broadband and pay-TV all fell while complaints about mobile services increased slightly.
Ofcom’s policy director Fergal Farragher said: “We’re pleased to see a fall in complaints based on the previous quarter, and we’re especially heartened by an improvement among some providers we have engaged with following previous poor performance.
“However, there is still room for improvement across many services. It’s notable that a major issue for customers is how providers deal with their complaints. This drives many of the complaints we receive, so is clearly an area where providers must raise their game.”
A Virgin Media O2 spokesperson said: “We know we don’t always get it right when it comes to customer service and we have a comprehensive strategy in place to improve. We have boosted the number of agents, including in specialist teams that handle the most complex issues, we’re investing more money in customer-facing areas of the business, multi-skilling our teams, transforming our IT systems and improving our digital tools.
“We know that change takes time and this can’t be fully fixed overnight, but we have a clear plan that has already led to a reduction in complaints, improved customer satisfaction scores and lower call waiting times.”
Which? director of policy and advocacy Rocio Concha said: “While it’s positive that the overall number of broadband complaints has fallen, Ofcom’s figures show there is still plenty of room for improvement in the sector.
“Recent Which? research named Virgin Media the worst broadband firm for customer service. Half (50%) of Virgin Media customers experienced at least one customer service issue when getting in touch with their provider in the year to May 2024.
“It is never OK for firms to provide sub-standard customer service, but in an essential sector providing vital services millions rely on every day, it is completely unacceptable. Virgin Media and any other firms falling short must improve their customer service and give consumers the support they deserve.”
