The latest report by Ofcom reveals the performance of UK broadband providers, highlighting notable differences in customer complaints. Vodafone and TalkTalk have faced challenges, showing a decline in customer satisfaction compared to their competitors.
Vodafone recorded the highest number of complaints, with 11 per 100,000 customers, indicating a worsening trend from the previous assessment. Ofcom confirmed that both Vodafone and TalkTalk were the most complained-about ISPs, with Vodafone experiencing a rise in complaints while TalkTalk’s figures remained unchanged.
In contrast, Virgin Media emerged as a top performer in the rankings despite previous poor showings. Plusnet and Virgin Media were recognized as the least complained-about providers, with other commendable performances from Plusnet and Sky.
The rankings for broadband complaints per 100,000 customers are as follows:
– Virgin Media: 5 complaints
– Plusnet: 5 complaints
– Sky: 7 complaints
– BT: 8 complaints
– EE: 8 complaints
– TalkTalk: 10 complaints
– Vodafone: 11 complaints
Apart from broadband services, Ofcom also evaluates other services such as landline and Pay-TV complaints. Utility Warehouse leads in landline services with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also demonstrated strong performances in this category. For TV services, TalkTalk topped the list, followed by Sky.
The TV complaints per 100,000 customers were as follows:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, there has been a concerning increase in complaints, attributed to recent price hikes affecting many households across the UK. Ofcom’s Director of Consumers and Retail Markets, Cristina Luna-Esteban, expressed disappointment over the rise in complaints, particularly following a period of decreasing complaints. The unexpected mid-contract price rises for mobile customers in Autumn 2025 were identified as a key driver of customer dissatisfaction. Ofcom will continue to monitor the market and complaints data to address ongoing customer concerns.