Money Blog: The Most Complained-About Broadband, TV, and Mobile Providers Named
Welcome to the Money blog, Sky News’ hub for consumer and personal finance insights. This week, we highlight the latest customer service complaints in the UK’s broadband, TV, and mobile sectors, alongside broader financial news impacting households across the country.
Virgin Media O2 Tops Complaint Charts for TV, Broadband, and Mobile Services
According to the latest data from the UK communications regulator Ofcom, Virgin Media O2 has emerged as the most complained-about provider across multiple categories:
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TV Provider: Virgin Media recorded the highest number of complaints, with eight complaints per 100,000 customers.
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Broadband: Virgin Media was the second most complained-about broadband provider, logging 12 complaints per 100,000 customers.
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Mobile Provider: O2, part of the Virgin Media O2 group, was named the mobile provider with the most complaints, receiving three complaints per 100,000 customers.
While these figures present a concerning picture of customer satisfaction, Virgin Media O2 has proactively engaged with the Money blog to share steps it is taking to reverse this trend.
Virgin Media O2’s Commitment to Customer Service Improvement
A Virgin Media O2 spokesperson told the Money blog that the company has been actively transforming its customer service over the past six months. Key actions include:
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Investment in customer-facing resources.
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Simplification of internal systems.
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Upskilling and training staff to improve service quality.
These efforts have already yielded promising results. The company reported a 42% reduction in overall complaints in the first quarter of 2025 compared to the same period last year. Furthermore, preliminary figures for the second quarter indicate continued improvement, though these are yet to be officially published.
The spokesperson stated, “Six months after we drew a line in the sand and committed to improving customer service, this data from the regulator shows real green shoots.”
Broader Financial Updates from the Money Blog
While broadband and mobile service complaints garner attention, the Money blog also covered several other important consumer finance topics this week:
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Bank of England Interest Rate Cut: The base interest rate was reduced to 4%, its lowest level since 2023. The Bank of England forecasts inflation to reach 4% in September, which could result in an increase in state pension payments next spring due to the triple lock system.
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Child Benefit Extension Deadline: Parents are reminded that child benefit payments automatically stop when children turn 16 unless extended for continuing education. HMRC urges parents to apply before the 31 August deadline to avoid missing out on up to £1,354 annually.
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Car Insurance Savings: Data from MoneySuperMarket revealed that couples typically pay almost £100 less per year on car insurance premiums compared to single drivers.
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Fuel Price Tips: The RAC advised motorists to purchase fuel from supermarkets, which tend to offer significantly lower prices. Asda was named the cheapest for average fuel costs.
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Smart Meter Compensation: Ofgem announced that starting in early 2026, households will be eligible to receive compensation if smart meter installations are delayed beyond six weeks or if faulty meters are not fixed within 90 days.
What Consumers Can Do
If you are a customer of Virgin Media O2 or any other provider experiencing service issues, it’s worth:
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Reporting problems directly to your provider for resolution.
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Keeping track of complaint reference numbers.
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Contacting Ofcom if issues remain unresolved after a reasonable period.
With recent commitments from Virgin Media O2 to improve customer experience and the watchdog’s increasing oversight, consumers should expect better service delivery soon. However, staying informed and proactive remains crucial in managing broadband, TV, and mobile services expenses and satisfaction.
Stay tuned to the Money blog for continuing updates and expert analysis on personal finance news that matters to UK households.
This article originally appeared on the Money blog by Sky News and is brought to you by Smart Money Mindset.