Shell Energy generates most broadband and home phone complaints to Ofcom

Shell Energy generated the most customer complaints about broadband and landlines between April and June this year, new figures from telecoms regulator Ofcom show.

For its broadband services, the company generated 31 complaints per 100,000 customers during the period, almost three times the industry average.

Shell Energy also averaged 23 complaints per 100,000 for its home phone services, four times the industry average, with the most common reason for complaints across both services being how the company handled customer complaints clients.

In contrast, Ofcom said Sky received the fewest broadband, landline and pay-TV complaints over the three months.

For its broadband, Sky received three complaints per 100,000 customers, ahead of EE’s six and BT’s eight per 100,000.

In landlines, Sky received two complaints per 100,000, again ahead of EE and BT, which received three and five per 100,000 respectively.

The figures show that Sky averaged one complaint in every 100,000 for its pay TV services, with Virgin Media named as the most complained about platform by Ofcom, with an average of 10 complaints in every 100,000.

On mobile, Tesco Mobile, EE, Sky and iD Mobile had a combined average of the fewest complaints, with BT Mobile receiving the most.

The regulator said the overall volume of complaints was in line with the previous three months and that, year-on-year, the relative volume of broadband and home phone issues flagged fell slightly.

“The overall number of complaints is stable, but these figures show that some providers need to step up,” said Lindsey Fussell, Ofcom’s group director of networks and communications.

“And with household budgets being squeezed during the cost of living crisis, people will be looking more closely at their provider to make sure it’s still right for them.”