The recent examination of UK broadband services has revealed distinct leaders and laggards in terms of customer complaints. Ofcom, the regulatory authority, has just disclosed the most recent complaint statistics from UK households, indicating that Vodafone and TalkTalk could enhance their performance. These two prominent Internet Service Providers (ISPs) have slipped down the rankings, trailing behind their competitors.
Vodafone registered the lowest rating with 11 complaints per 100,000 customers, marking an increase in grievances compared to the previous assessment.
Ofcom confirmed, “TalkTalk and Vodafone were the most commonly reported broadband providers, with Vodafone witnessing a rise in complaints from the previous quarter, while TalkTalk’s complaint levels remained steady.”
Conversely, Virgin Media has excelled in this evaluation, showcasing a remarkable performance despite previous shortcomings.
Ofcom also noted, “The least complained-about broadband providers were Plusnet and Virgin Media,” highlighting the commendable performances of Plusnet and Sky in this sector.
The standings of broadband providers 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
In addition to broadband services, Ofcom also monitors other services such as Landline and Pay-TV complaints. Utility Warehouse leads in landline services with only 1 complaint per 100,000, while Sky, Virgin Media, and Vodafone also showcased strong performance in this category. For TV services, TalkTalk secured the top position followed by Sky.
The TV service standings are:
– 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, complaints have seen an uptick, primarily attributed to recent price hikes affecting numerous UK households. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed concern over the escalation in customer complaints, particularly following a period of declining complaints. She highlighted unexpected price rises for some mobile customers in Autumn 2025 as a key factor driving these complaints and pledged to closely monitor future complaint data for ongoing customer satisfaction trends.
