The latest assessment of broadband services in the UK has revealed notable variations in customer complaints. According to the regulatory body Ofcom, Vodafone and TalkTalk are not performing as well as their competitors, receiving higher complaint rates. Vodafone, in particular, experienced a surge in complaints, with 11 complaints per 100,000 customers, indicating a worsening trend compared to previous assessments.
Ofcom stated, “TalkTalk and Vodafone were identified as the most complained-about broadband providers, with Vodafone’s complaints escalating from the previous quarter while TalkTalk’s figures remained unchanged.”
Conversely, Virgin Media emerged as a top performer in the rankings, a significant achievement considering its past performance in similar tests.
Ofcom highlighted, “The least complained-about broadband providers were Plusnet and Virgin Media, with other commendable performers including Plusnet and Sky.”
The complete list of broadband service providers with their complaint rates per 100,000 customers is as follows:
– Virgin Media: 5 complaints
– Plusnet: 5 complaints
– Sky: 7 complaints
– BT: 8 complaints
– EE: 8 complaints
– TalkTalk: 10 complaints
– Vodafone: 11 complaints
In addition to broadband services, Ofcom also monitors complaints related to landline and Pay-TV services. Utility Warehouse received the least complaints for landline services, with only 1 complaint per 100,000 customers. Sky, Virgin Media, and Vodafone also demonstrated strong performance in this category. For TV services, TalkTalk secured the top position, followed by Sky.
The full list of TV service providers with complaint rates per 100,000 customers is as follows:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, the data indicates a concerning rise in complaints, largely attributed to recent price hikes affecting numerous households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the increased complaints and attributed them to unexpected mid-contract price rises affecting mobile customers in the Autumn of 2025. Ofcom remains vigilant in monitoring the market for indications of ongoing customer dissatisfaction.
