The UK’s best & worst pay TV providers

Sky customers happiest while Virgin and EE customers had the most gripes, latest pay TV complaints data shows.

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, EE 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.

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 April and June 2024, 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.

Pay TV complaints per 100,000 customers

Most complaints

Both Virgin Media and EE generated a hefty nine complaints per 100,000, which is more than double the industry average (four).

Remarkably, this is the fifth straight quarter that Virgin has finished last or joint last in the complaints tables.

Meanwhile, EE saw its complaints rocket from just two complaints per 100,000 in the last quarter, when it was actually the joint-best performer.

According to Ofcom, the main complaint from both company's customers related to poor complaints handling.

Opinion: leaving Virgin Media is far harder than it needs to be

Fewest complaints

At the other end of the table, Sky generated the fewest complaints with just one per 100,000 customers.

It means Sky has now finished top or joint top in 14 of the last 15 quarters that Ofcom has been publishing complaints data.

Fancy joining Sky? Head this way to see its latest deals (this is an affiliate link, meaning we may be paid for any service you sign up for).

TalkTalk also performed well in the latest tables, generating just two complaints per 100,000.

If you're thinking of switching providers and really value customer service, take a look at the table below.

It highlights the relevant performance of all the major providers over the last 18 months so you can get a rough idea of how happy customers are over the duration of a typical contract. 

Complaints to Ofcom per 100,000 customers over the most recent 18 months

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.

*This article contains affiliate links, which means we may receive a commission on any sales of products or services we write about. This article was written completely independently.

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