The latest assessment of the UK’s broadband services reveals varying levels of customer complaints, highlighting both winners and losers in the industry. Ofcom, the regulatory body, recently disclosed the updated complaint figures, indicating that Vodafone and TalkTalk have room for improvement compared to their competitors.
Vodafone registered the highest number of complaints at 11 per 100,000 customers, showing a negative trend from the previous evaluation. Ofcom confirmed, “TalkTalk and Vodafone were the most complained-about broadband providers, with Vodafone experiencing a surge in complaints compared to the previous quarter.”
Conversely, Virgin Media emerged as a top performer with only 5 complaints per 100,000 customers, a significant achievement considering its past performance. According to Ofcom, “The least complained-about broadband providers were Plusnet and Virgin Media, with other strong performers including 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 received the least landline complaints at just 1 per 100,000 customers, with Sky, Virgin Media, and Vodafone also performing well in this category. In the TV service segment, TalkTalk ranked first, followed by Sky.
The TV service complaints per 100,000 customers are:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, there has been a rise in complaints, mainly attributed to recent price increases affecting many households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the uptick in complaints, citing unexpected mid-contract price adjustments for mobile customers in late 2025 as a significant factor. Ofcom remains vigilant in monitoring future complaint figures to address any ongoing customer dissatisfaction.
