Ofcom names most complained-about mobile, broadband and pay-TV providers

Shell Energy again had most complaints for faults, service and getting services installed. 

In fact, the new data shared by the communications regulator shows an increase in complaints about Shell Energy’s landline service compared to the last set of figures – from 20 to 25 complaints per 100,000 customers. The latest figure is more than double the industry average of 6.

The company’s broadband service remained at the same high level of 27 complaints per 100,000 customers – again, more than double the current industry average of 11. 

‘We remain concerned about Shell Energy’s persistently high complaint volumes,’ said a spokesperson from Ofcom. ‘We have been engaging closely with the provider on its plans to improve its customer service and expect to see results of this in the coming months.’ 

The newly released data covers October to December (Q4) 2022. Overall, there is good news for consumers. Compared to the previous quarter (July to September), there was a slight decrease in the numbers of complaints about landline and pay-TV, though complaints about fixed broadband and pay-monthly mobile remained the same. 

BT Mobile, Virgin Mobile and O2 received the most complaints among mobile operators. Complaints made to Ofcom ranged from how providers dealt with issues problems and difficulties in changing provider.  

Sky Mobile, EE, Tesco Mobile and Three received fewest complaints in the mobile sector. 

Virgin Media and BT attracted the most complaints about pay-TV and Sky the fewest. 

Ofcom is the UK’s communications regulator so receives complaints from residential customers about the services provided by these companies. To better understand – and respond to – these issues, Ofcom collates data on the number of complaints received by provider and service. These figures are published ever quarter, counted by 100,000 customers. 

See the Ofcom website for the Q4 2022 figures – including trends analysis and links to older data. 

In related news, the regulator recently warned that more than half of low-income households in the UK miss out on broadband deals that could save them £200 each year. 

Photo by Laura Rivera