In the latest assessment of UK broadband services, notable trends have emerged, highlighting both successful and struggling providers in addressing customer complaints. Ofcom, the regulatory authority, has revealed the most recent data on grievances reported by households across the nation, pointing to concerning performance by Vodafone and TalkTalk. These two major Internet Service Providers (ISPs) have seen a decline in their rankings compared to their industry counterparts.
Vodafone recorded the poorest performance with 11 complaints per 100,000, marking a deterioration from the previous evaluation. Ofcom’s official statement confirmed that “TalkTalk and Vodafone were the most complained-about broadband providers, with Vodafone experiencing a surge in complaints while TalkTalk’s figures remained unchanged.”
On a positive note, Virgin Media has secured a significant improvement, despite past underperformance in similar assessments.
According to Ofcom, the least complained-about broadband providers were Plusnet and Virgin Media, with other commendable performers including Plusnet and Sky.
The rankings for broadband complaints are as follows:
– Virgin Media: 5 complaints per 100,000
– Plusnet: 5 complaints per 100,000
– Sky: 7 complaints per 100,000
– BT: 8 complaints per 100,000
– EE: 8 complaints per 100,000
– TalkTalk: 10 complaints per 100,000
– Vodafone: 11 complaints per 100,000
Beyond broadband services, Ofcom also monitors complaints related to Landline and Pay-TV services. Utility Warehouse leads in landline services with only 1 complaint per 100,000, while Sky, Virgin Media, and Vodafone also received positive feedback in this category. In the TV service segment, TalkTalk ranked first followed by Sky.
The TV complaints rankings are as follows:
– TalkTalk: 2 complaints per 100,000
– Sky: 2 complaints per 100,000
– Virgin Media: 3 complaints per 100,000
– EE: 5 complaints per 100,000
Overall, there has been an increase in complaints, largely attributed to recent price escalations affecting numerous households across the UK.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the rise in complaints during the quarter, particularly after a period of decreasing telecom company complaints. The unexpected mid-contract price rises for some mobile customers in the Autumn of 2025 are identified as a key driver of the elevated complaints. Ofcom remains vigilant in monitoring future complaint figures to address ongoing customer dissatisfaction trends.
