The UK's broadband landscape has been scrutinized once more, with the regulator Ofcom unveiling its latest data on customer grievances. The findings highlight significant disparities among Internet Service Providers (ISPs), with Vodafone and TalkTalk emerging as the most complained-about providers.
Vodafone and TalkTalk Lag Behind
Vodafone recorded the highest complaint rate, with 11 complaints per 100,000 customers—a deterioration from the previous quarter. TalkTalk followed closely with 10 complaints per 100,000, remaining static compared to earlier figures. Ofcom confirmed: "TalkTalk and Vodafone were the most complained-about broadband providers. Vodafone saw an increase in complaints on the previous quarter, while TalkTalk’s complaints figures remained static."
Top Performers: Virgin Media and Plusnet
At the other end of the spectrum, Virgin Media and Plusnet received the fewest complaints, each with just 5 per 100,000 customers. This marks a notable turnaround for Virgin Media, which has historically fared poorly in such assessments. Sky also performed well with 7 complaints per 100,000, while BT and EE both recorded 8 complaints per 100,000.
Full List of Broadband Complaint Ratings
- 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
Landline and Pay-TV Complaints
Ofcom's analysis extends beyond broadband, covering landline and pay-TV services. For landlines, Utility Warehouse led with a mere 1 complaint per 100,000, followed by Sky, Virgin Media, and Vodafone. In the TV category, TalkTalk and Sky topped the list with 2 complaints per 100,000 each, while Virgin Media recorded 3 and EE had 5.
TV Complaint Ratings
- 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 Rise in Complaints
Overall, complaint levels have risen, a trend attributed largely to mid-contract price hikes affecting millions of UK households. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commented: "It is disappointing to see an increase in customer complaints during this quarter, especially following a sustained period of decreases in the complaints we received about telecoms companies. However, a main driver of these complaints appears to be an unexpected mid-contract price rise announcement for some mobile customers in the Autumn of 2025. We will continue to monitor the market including future complaints figures for any indication of ongoing customer dissatisfaction."
