Friday, August 12, 2022

Ranking of broadband providers, with Shell Energy and Virgin Media being the most lamented companies

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Shell Energy tops the Hall of Shame with 22 complaints per 100,000 customers – while EE and Sky generate the fewest complaints

It found that Shell Energy was the most complained broadband provider with 22 complaints per 100,000 customers – more than double the average of 10.

Shell Energy and Virgin Media were named the worst telecoms providers in regulator Ofcom’s latest customer survey.

The company also performed worst in fixed-line services, with complaints well above average.

Customers were mostly dissatisfied with disruptions, customer service and delivery.

Virgin Media meanwhile had 18 broadband complaints per 100,000 customers, ranking second in the Hall of Shame, followed by TalkTalk with 14 complaints per 100,000.

Virgin Media was also the pay-TV provider with the most complaints – the main reason for this was how complaints were handled.

Overall, the complaint rate between January and March was broadly the same as in the previous quarter, Ofcom said, but the gap between the best and the worst was widening.

EE and Sky, along with Tesco Mobile, were the companies with the fewest broadband and mobile phone complaints.

The companies recorded only three and four complaints per 100,000 customers, respectively.

They were also the best in the fixed network, with Sky again topping the charts for its pay-TV offerings.

Among mobile operators, customers were the least satisfied with Virgin Mobile, BT Mobile and O2, mainly because of the way they handled complaints.

Sky, Tesco Mobile and EE recorded the fewest complaints in the same sector.

Fergal Farragher, Ofcom’s Consumer Protection Director, said: “While the overall level of complaints has been consistently low in recent months, the gap between the best and worst providers in the broadband, fixed line and pay-TV sectors is widening.

“The numbers make it clear that some companies still have a long way to go to satisfy their customers and catch up with their competitors.

“If you are not happy with the service you are receiving then you should look elsewhere and move elsewhere.”

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