The latest assessment of broadband services in the UK has revealed notable variations in customer complaints. Ofcom, the regulatory body, has released its most recent data on grievances from households in the UK, highlighting shortcomings in the performance of Vodafone and TalkTalk. These two prominent Internet Service Providers (ISPs) have seen a decline in their rankings, falling significantly below their competitors.
Vodafone received the lowest rating with 11 complaints per 100,000 customers, marking an increase from the previous evaluation, indicating a worsening trend in Vodafone’s customer satisfaction.
“Ofcom confirmed that TalkTalk and Vodafone were the most complained-about broadband providers. While Vodafone witnessed a rise in complaints compared to the previous quarter, TalkTalk’s complaint figures remained unchanged,” the regulatory authority stated.
On a positive note, Virgin Media emerged as a top performer in the rankings, showcasing a remarkable improvement despite past subpar results in similar assessments.
“Plusnet and Virgin Media were the least complained-about broadband providers,” according to Ofcom. Additionally, other ISPs demonstrating strong performance include Plusnet and Sky.
Detailed below is the complete list of successful and struggling broadband providers:
– 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 other offerings such as Landline and Pay-TV services. Utility Warehouse excelled in the landline category with just 1 complaint per 100,000 customers, with Sky, Virgin Media, and Vodafone also delivering strong performances in this segment.
For television services, TalkTalk secured the top position, followed closely by Sky.
The full list of TV service providers and their corresponding complaint rates is 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 a concerning increase in customer complaints, attributed mainly to recent price hikes affecting numerous households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment at the uptick in complaints, particularly following a period of decreasing complaints in the telecoms sector.
Luna-Esteban highlighted that unexpected mid-contract price rises for mobile customers in the Autumn of 2025 were a significant factor driving the surge in complaints. Ofcom remains vigilant and will continue monitoring the market and future complaint figures for indications of ongoing customer dissatisfaction.