Advanced Television

Ofcom: EE, Virgin Media continue to lead pay-TV complaints

May 1, 2025

Ofcom has published the latest figures for complaints the media regulator received about the UK’s major telecoms and pay-TV providers.
These figures cover the period from October to December 2024 and represent complaints made by customers about their broadband, pay-monthly mobile and pay-TV services.

Overall, during this period the numbers of complaints decreased slightly remained similar to the previous quarter (July to September 2024).

Highlights include:

  • NOW Broadband and TalkTalk were the most complained-about broadband providers. There was a rise in complaints about NOW Broadband, while TalkTalk saw a decrease in complaints.
  • Plusnet and Sky were the broadband providers that prompted the fewest complaints.
  • The most complained-about pay-TV providers were (again) EE and Virgin Media. EE customers’ complaints were predominantly due to experiences changing provider, and how their complaints were handled. Meanwhile, Virgin Media customers mostly complained about problems with billing, pricing and charges.
  • Sky and TalkTalk were the least complained-about pay-TV providers.
  • O2 was the mobile provider that generated the most complaints. Customers’ complaints were primarily driven by how their complaints were handled.
  • EE, Sky Mobile and Tesco Mobile were the least complained-about mobile providers.
Ofcom’s Policy Director Fergal Farragher said: “This latest set of figures shows a positive overall pattern, which is a reduction in complaints about three of the four main services covered by the data. We’re pleased to see this, but we also note that some providers have seen complaints about them increase on the previous quarter. This means it’s not an entirely positive set of figures, so we’re keen to see further improvements across all providers and services.”

Responding to the data, Virgin Media O2 pointed out that it seen reductions in complaints across the board – both on an annual and a quarterly basis – and on average Ofcom complaints are down by 47 per cent compared with 12 months ago.

Alan Stott, Virgin Media O2’s Director of Customer Contact, said: “Today’s Ofcom stats show that our customer service transformation strategy is delivering real improvements for our customers, with significant reductions in complaints across the board. We’ve turned a big corner from this time last year, and we’ll continue investing across the business to ensure we give all our customers the best possible experience.”



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