While many of us enjoy the extra channels we get with a Freeview TV, there are plenty of people willing to shell out for a pay TV service from the likes of Sky, BT or Virgin.
But just because we pay a monthly fee it doesn't mean we're always getting a premium service, as the latest subscription TV complaints data shows.
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How complaints are calculated
Every three months Ofcom, the telecoms regulator, publishes info on the number of complaints it receives about the biggest pay TV providers.
The latest figures include companies with a market share of at least 1.5%, meaning the smaller providers are excluded.
Because it takes a while for Ofcom to publish its findings, this data only covers the three months between July and September 2023, so it won't reflect any of the most recent trends or changes.
The table below shows which providers have the happiest customers, and which have a lot of room for improvement.
Remember, these figures are only for complaints escalated to the regulator as the company has failed to resolve a customer's problem.
So, while these may appear low, the actual number of complaints made to each firm will be far higher.
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Most complaints
Virgin Media endured a torrid three months, with complaints against the firm doubling compared to the previous quarter.
Ofcom stats show the firm generated 20 complaints per 100,000 customers, which is almost three times as many as the next firm on the list – BT Mobile (seven).
Virgin Media's main issues related to poor complaints handling (51%), service issues (23%) and billing problems (9%).
It was also the only pay TV provider to see complaints increase compared to the previous quarter.
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Fewest complaints
There was a new name at the top of the table after TalkTalk toppled Sky as the provider with the lowest number of complaints against its name.
According to Ofcom, TalkTalk saw complaints fall from four per 100,000 customers to just one, enough to dethrone Sky (two) for the first time in 13 quarters.
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Complaints to Ofcom per 100,000 customers over the most recent 18 months
|
Provider |
Q1 2022 |
Q2 2022 |
Q3 2022 |
Q4 2022 |
Q1 2023 |
Q2 2023 |
Q3 2023 |
|
10 |
10 |
9 |
8 |
9 |
10 |
20 |
|
|
5 |
6 |
7 |
7 |
11 |
10 |
7 |
|
|
3 |
3 |
3 |
3 |
4 |
4 |
1 |
|
|
1 |
1 |
1 |
1 |
2 |
2 |
2 |
|
|
Industry average |
4 |
4 |
4 |
3 |
5 |
5 |
7 |
Ditch and switch
If you suspect you’re paying too much or suffering from a rubbish service from your pay TV provider, don't just accept it – switch!
You can compare deals available in your area with Broadband Genie. If you haven't switched in a while, there's a good chance you could save a huge chunk.
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