Last updated at 1:44 PM on 27th November 2011
Research into mobile, broadband, landline and TV providers has found that Virgin Media customers show declining levels of satisfaction in almost all categories.
Almost a quarter (22 per cent) said they are dissatisfied with the landline customer service from Sir Richard Branson's brainchild, watchdog Ofcom has said.
A further 16 per cent are not happy with the company's customer service for mobiles.
Media tycoon: Sir Richard Branson launching his Virgin Media in 2007, which offers all four services
Ofcom questioned customers on their fixed broadband and landline providers, mobile phone providers and paid-for TV services in the survey, which was conducted to improve consumers' access to information.
It found that overall customer service satisfaction remained lower in the fixed broadband and landline markets, at 58 per cent and 61 per cent respectively, compared to paid for TV and mobile at 68 per cent and 69 per cent.
In regard to landline customer services, Sky was rated highest for satisfaction at 74 per cent.
BT was second with 63 per cent, TalkTalk had 59 per cent and Virgin Media had just 53 per cent.
A total of 25 per cent said they were neutral.
Sky's broadband customer services did not come out so high, however, with just 64 per cent of its customers saying they were satisfied.
But the company still came out above its competitors in the market, with Orange coming in second at 59 per cent, BT and Virgin Media joint third at 57 per cent and TalkTalk/Tiscali last at 55 per cent.
Ofcom said that almost three-quarters of Orange, O2 and T-Mobile customers reported they were satisfied with their mobile phone customer service.
Vodafone, Virgin Mobile and Three trailed behind, with 66 per cent, 62 per cent and 60 per cent saying they were satisfied respectively.
Researchers also found that with regard to paid for TV customers, 70 per cent of those using Sky said they were satisfied, with 62 per cent of Virgin Media customers reporting the same.
The report came about after thousands of consumers were interviewed in September and asked to rate their customer service experience if they had contacted their provider in the previous three months.
It covers customer service satisfaction for those providers with a market share of four per cent or more.
I used to be a Virgin Media customer in Warrington, had they're broadband all the time whilst I was there. Super-fast brilliant service, always on, no disconnections, was able to use VOIP over the internet. Now I've moved to Ludlow I couldn't stay with Virgin 'cos there is sadly no Virgin media round here (and probably never will be!). So I had to switch to Plus.Net. I am so disappointed to have to go back to using BT's old and decrepit copper wire technology, it's just not good enough for modern day Britain, BT is an absolute joke compared to Virgin who have spent years making sure they were ready for the future whilst BT just sat on their backside raking in customers who had no other choice through a rip off service. Now I can barely use VOIP without it cutting out, no chance with iPlayer, YouTube or even Spotify and constant disconnections every day. If Virgin ever did come into Ludlow I would certainly be first on their list to go back to them.
- Darren, Ludlow, UK, 27/11/2011 21:22
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