O2 tops Ofcom’s complaints data for the second time in a row

For the second time in a row, O2 was the most complained about mobile network, according to newly released data from Ofcom.

O2 achieved an average of 7 complaints per 100,000 customers between October to December 2023 (Q4 2023). Compared to the previous quarter of Q3 2023, the data shows O2 has further declined, where Ofcom recorded 6 complaints per 100,000 customers.

34% of complaints were driven by O2’s handling of customer complaints, followed by service at 23% and billing and pricing at 22%.

EE, Sky Mobile, Tesco Mobile and Vodafone were the networks with the fewest complaints, with only 2 complaints per 100,000 customers. EE and Sky Mobile achieved the same result in Ofcom’s previous data for Q3 2023, where they also came out on top. Vodafone and Tesco Mobile managed to reduce their amount of complaints by 1, where they both recorded 3 complaints per 100,000 customers in Q3 2023.

The data shows a concerning trend for O2. Despite the merger of O2 and Virgin Media 3 years ago, which was argued by both companies to benefit customers, O2 appears to be lagging behind the competition in regards to customer satisfaction.

However, there is a plausible explanation as to why O2 has topped Ofcom’s complaints data twice in a row. The process of combining and merging existing contracts between O2 and Virgin Media has likely been a confusing process for customers. In addition, the process is complex and fragile, that has unlikely been smooth sailing.