In the latest official complaints stats from Ofcom VM has the worst record for pay-TV complaints of the major providers.
Saying that both TalkTalk and EE had pretty dreadful sets of results across the board.
As usual Sky did very well.
https://www.ofcom.org.uk/phones-and-broadband/service-quality/latest-telecoms-and-pay-tv-complaints-revealed4/
Just to add, in fairness to VM, that Virgin Media is the "most improved", as far as I can see, across the last four quarters of Ofcom's complaints data (albeit from a truly awful starting point).
https://www.ispreview.co.uk/index.php/2025/02/ofcom-shames-talktalk-and-o2-for-uk-telecoms-complaints-q3-2024.html
So many customers these days complain about no benefits from loyalty.
This screenshot is from November 2016, so not so long ago VirginMedia's new contracts mentioned customer loyalty in their contracts.
I left VM TV a long time ago, and don't bother with most providers anymore. I do, however, use those who allow "dipping in and out" of packages on a 30 day basis on a streaming box. I hate having to sign up for 12/18/24 month contracts, albeit sometimes it's an necessity.
There's an article by Lutz Schüler, CEO of VMO2 posted today on VMO2's news pages.
In December, complaints relating to Virgin Media were at the lowest levels since 2017, while complaints about O2 hadn’t been lower for two years. We expect these latest improvements to be reflected in future Ofcom statistical releases.
https://news.virginmediao2.co.uk/transforming-our-service-how-were-investing-to-better-support-every-customer/
There's a further article on This is Money suggesting VMO2 are spending £1m a day on customer support.
https://www.thisismoney.co.uk/money/bills/article-14389565/Virgin-Media-O2-spends-1m-customer-support-DAY-promises-not-push-people-chatbots.html
That page displays a link to an out of date ofcom complaint story, however that site does have an article with the latest ofcom data here
https://www.thisismoney.co.uk/money/bills/article-14393053/Are-customer-complained-phone-broadband-firms-Britain.html
Lutz seems to be taking the 'glass half full' approach when interpreting these results!
