Complaints from home communications providers fall to pre-pandemic levels – Ofcom

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Complaints about major UK home phone, broadband, mobile and pay TV companies have fallen to pre-pandemic levels, but some providers still have “a lot of work to do,” Ofcom warned .

TalkTalk generated the most broadband and landline complaints, mostly due to outages and service issues.

Virgin Mobile was the most criticized mobile operator, along with Three and Vodafone, while Tesco Mobile, BT Mobile, Sky Mobile EE and O2 were all tied as the least to be pitied by operators.

(Ofcom)

EE and Sky were also the least criticized for broadband and landline service providers, and Sky had the fewest complaints for pay TV.

The quarterly report reveals the number of complaints filed with Ofcom between April and June of this year, when UK lockdown restrictions began to ease.

Complaints during the quarter fell across the board to levels seen before the Covid-19 pandemic, the regulator said.

Virgin Media, in particular, saw its complaint volumes drop significantly in all four industries, after Ofcom raised concerns with the provider about its customer service in the previous quarter.

(Ofcom)

However, it was still the most criticized pay-TV provider.

The main reason customers complained to Virgin Media’s Ofcom was related to the way the company handled their complaints.

Fergal Farragher, Ofcom’s director of consumer protection, said: “It is encouraging to see complaint numbers falling across the board to pre-pandemic levels, but vendors cannot be complacent about them. customer service.

“Those with consistently high complaints have a lot of work to do to ensure they are meeting their customers’ expectations. “

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