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Virgin Mobile top for complaints in Q4 in Ofcom report

Paul Lipscombe
May 3, 2022

Meanwhile Tesco Mobile, EE and Sky Mobile among the best

Virgin Mobile was the most-complained-about mobile network in Ofcom’s latest telecoms and pay-TV complaints report.

The regulator recorded four complaints per 100,000 customers about the MVNO in the three months to December last year.

It’s the same number that Virgin Mobile received in Q2 of 2021, when it also saw the most complaints. Meanwhile, it received the second-most complaints in the third quarter, with three per 100,000.

The industry average in Q4 was two, with Three and Vodafone also falling below this threshold by each receiving three complaints per 100,000.


Meanwhile, Tesco Mobile and EE continued their strong recent performances, with each only seeing one complaint per 100,000.

Sky Mobile also scored one, while iD Mobile, BT Mobile and O2 posted two. According to Ofcom, Virgin Mobile’s issues were down to poor handling of complaints (32 per cent), while faults, service and provisioning issues were responsible for 27 per cent of complaints. Issues relating to billing, pricing and charges accounted for 23 per cent of complaints.

“When it comes to mobile services, it is disappointing to see Virgin Mobile customers are experiencing the most problems, especially as Virgin Media is also above the industry average for broadband complaints,” said Uswitch telecoms expert Ernest Doku.

“With budgets being squeezed more than ever before, providers need to not only offer products which are good value for money, but prove that they are genuinely focused on delivering customer satisfaction.”

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