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Virgin Mobile tops Ofcom’s mobile complaints table

Paul Lipscombe
November 16, 2021

Tesco Mobile remains in top spot, this time alongside BT Mobile, Sky Mobile and EE

Virgin Mobile customers complain the most, while Tesco Mobile, BT Mobile, Sky Mobile and EE customers complain the least.

These findings were confirmed by Ofcom as part of its quarterly Telecoms and Pay-TV complaints report for the second quarter.

Ofcom found that during the period of April to June this year that Virgin Mobile with four complaints per 100,000 pay-monthly customers was the most complained operator.

Although the performance was a slight improvement for Q1, where complaints sat at five per 100,000, the MVNO remains bottom.

The industry average for complaints is two, which O2 and iD Mobile both recorded, while Vodafone and Three recorded three.

Meanwhile Tesco Mobile, BT Mobile, Sky Mobile and EE all reported just one complaint per 100,000 for joint top spot.

Tesco Mobile retained its position at the top following the first quarter during January to the end of March.

The main drivers for Virgin Mobile’s complaints were attributed to complaints handling (27 per cent), billing, pricing and charges (24pc) and faults, service and provisioning (22pc).

In a statement a Virgin Media spokesperson said: “We’re pleased to see improving trends in complaint levels across the board but recognise that we still have more work to do.

“We are continuing to invest in new customer service roles and digital tools and are reviewing our processes and policies to deliver the service and experience that our customers rightly expect from us.”


As for the broadband complaints, EE performed the best with just four complaints per 100,000 during the quarter.

EE was closely followed by Sky, which reported five and then BT which reported 10 complaints.

However falling below the industry average of 12, was Vodafone (13), Plusnet (15), Virgin Media (17) and TalkTalk (19).

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