Ofcom, the UK’s regulatory authority, has just published its most recent data revealing the varying performance of major broadband companies in handling customer complaints. Among the notable findings, TalkTalk, Vodafone, and EE ranked the lowest in customer satisfaction, receiving more complaints than the national average.
According to Ofcom, EE, TalkTalk, and Vodafone were the top generators of broadband complaints, with TalkTalk and Vodafone experiencing an uptick in complaints compared to the previous quarter. Conversely, Plusnet emerged as the best performer with the fewest complaints, surpassing its counterparts despite being under the same ownership as EE, which exhibited a contrasting complaints record.
Furthermore, Sky secured the second spot for the least number of issues, followed by Virgin Media, which notably improved its standing from being one of the worst performers to the third-best in terms of customer grievances.
In terms of specific complaint statistics per 100,000 customers:
– Plusnet had 4 complaints
– Sky had 6 complaints
– Virgin Media had 7 complaints
– BT had 11 complaints
– Vodafone, EE, and TalkTalk each had 10 complaints
Beyond broadband complaints, Ofcom also scrutinizes other services such as landline and pay-TV. Utility Warehouse topped the landline segment with just 1 complaint, while Sky, Virgin Media, and Vodafone also demonstrated commendable performance. However, TalkTalk ranked at the bottom again with 8 complaints per 100,000 customers.
Regarding TV services, TalkTalk had the fewest complaints at 2 per 100,000, followed by Sky with 3, Virgin Media with 5, and EE with 6 complaints.
Despite complaints remaining steady without any significant improvements, concerns are rising, as stated by Ernest Doku, a telecoms expert at uswitch.com. He emphasized the importance of evaluating service quality relative to the increasing costs for consumers.
Plusnet’s exceptional performance in handling complaints was highlighted, aligning with its recent recognition as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards. Doku advised customers to assess their options and consider switching providers if dissatisfied with the value for money, particularly with annual price changes looming in April.