Complaints about the telecoms industry have fallen to levels seen before the start of the pandemic, according to the latest figures from Ofcom.
The regulator publishes data every three months to help consumers make informed decisions and encourage operators to improve their service and the way they handle complaints.
The volume of complaints increased during the lockdown, as many people became increasingly dependent on their homes and broadband connections for work, education, communication and entertainment.
The previous reference period spanned January to March and was the highest quarterly figure in three years. However, Ofcom's latest report focused on April and June, coinciding with the relaxation of many lockdown restrictions, allowing many pre-pandemic behaviors to return.
As has been the case in previous quarters, consumers seem largely satisfied with their mobile operator given the low number of complaints compared to other markets.
The industry average was 2 complaints per 100,000 customers, a figure higher than Tesco Mobile, BT Mobile, Sky Mobile, EE and O2. Three (3), Vodafone (3) and Virgin Media (4) were cited as the most criticized operators.
Complaints about Virgin Media decreased significantly in all four markets (mobile, fixed line, pay TV and broadband), but it was the pay TV operator that complained the most. Sky, which has traditionally dominated this category, was the least criticized provider.
Sky was also the least criticized broadband provider, with EE, TalkTalk attracting the most complaints at 19 per 100.000, more than the industry average of 12.
"It's encouraging to see the number of complaints fall across the board to pre-pandemic levels, but providers cannot be complacent about their customer service," said Fergal Farragher, 'Ofcom's director of consumer protection. “Those with consistently high complaints have a lot of work to do to make sure they are meeting their customers' expectations. "
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