VMO2 claims customer service is improving amid mixed results

VMO2 claims customer service is improving amid mixed results is profiled by BTW Media because published evidence links it to internet infrastructure, governance, operational dependencies, or market visibility.

• VMO2 has decreased complaints in fixed broadband, landline, pay TV, and mobile services.
• Despite improvements, it remains the most complained-about provider for pay TV and mobile.

What happened: VMO2 sees decline in complaints but still tops pay TV and mobile dissatisfaction

Virgin Media O2 (VMO2) has reported a reduction in customer complaints across all service areas for the fourth quarter of 2024, as per Ofcom’s latest data. This marks a significant improvement from the previous year when VMO2 led in complaints across fixed broadband, landline, pay TV, and mobile services.

Alan Stott, VMO2’s Director of Customer Contact, stated that the company’s customer service transformation strategy is yielding tangible results, with notable decreases in complaints across the board. He emphasized the company’s commitment to continued investment in enhancing customer experience.

However, despite these improvements, VMO2 still records the highest number of complaints in the pay TV and mobile sectors. In fixed broadband, it ranks mid-table with 11 complaints per 100,000 customers, slightly above the industry average of nine. For landline services, VMO2 logged six complaints per 100,000, just above the industry average of five.

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Why it’s important

The reduction in complaints indicates progress in VMO2’s efforts to enhance customer service. Nevertheless, leading complaint figures in key areas like pay TV and mobile suggest that further improvements are necessary. Maintaining a focus on customer satisfaction will be crucial for VMO2 to strengthen its market position and reputation.