Virgin Media O2 was the UK’s most complained-about mobile provider in the final quarter of 2024, says Ofcom.
Complaints from O2 customers between October and December were related to how the company handled their issues.
In contrast, EE, Sky Mobile and Tesco Mobile were the least complained-about providers during the same period.
Ofcom’s Policy Director, Fergal Farragher, described the overall data as showing a “positive overall pattern,” highlighting a drop in complaints across three of the four main telecoms services tracked. However, he also cautioned that the picture is not entirely positive.
“We’re pleased to see this, but we also note that some providers have seen complaints about them increase over 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.”
Virgin Media O2 has initiated a comprehensive strategy to improve its customer service. This includes nearly doubling its investment in customer support, increasing the number of care agents to over 9,000, and establishing a UK-based specialist team of 500 agents in Manchester to handle complex cases.
Ofcom regularly publishes complaint data to monitor consumer satisfaction and highlight areas of concern. While the regulator does not resolve individual complaints, it says these figures offer important insights and help consumers make informed choices when selecting a telecoms provider.
Virgin Media O2’s CEO, Lutz Schüler, acknowledged the need for continued progress, stating that while most are satisfied, the company is committed to delivering consistently exceptional service. The company plans to continue its focus on simplifying systems, upskilling agents, and addressing persistent customer pain points.
