The latest report from UK’s telecommunications regulator, Ofcom, reveals a mix of success and setbacks among broadband providers. Vodafone and TalkTalk have seen an increase in complaints, with Vodafone recording the highest rate of 11 complaints per 100,000 customers, marking a negative trend from the previous assessment.
Ofcom confirmed that both Vodafone and TalkTalk were the most complained-about ISPs, with Vodafone experiencing a surge in complaints compared to the previous quarter. On the contrary, Virgin Media emerged as a top performer in the rankings, despite its past poor showings.
According to Ofcom, the least complained-about broadband providers were Plusnet and Virgin Media, with other notable performers being Plusnet and Sky. The detailed breakdown of complaints per 100,000 customers showcases Virgin Media and Plusnet at 5 complaints each, Sky at 7, BT and EE at 8, TalkTalk at 10, and Vodafone at 11.
Apart from broadband services, Ofcom also evaluates complaints related to landline and Pay-TV services. Utility Warehouse leads in landline complaints with just 1 per 100,000 customers, while Sky, Virgin Media, and Vodafone also exhibit strong performance in this category.
In the television services segment, TalkTalk takes the top spot with 2 complaints per 100,000 customers, closely followed by Sky. The standings for TV complaints show TalkTalk and Sky with 2 each, Virgin Media with 3, and EE with 5.
Overall, the complaint figures have shown an increase, a trend attributed to recent price hikes affecting numerous households across the UK. Ofcom’s Director of Consumers and Retail Markets, Cristina Luna-Esteban, expressed disappointment over the rising complaints, particularly after a period of decreasing complaints. The unexpected mid-contract price rises for mobile customers in late 2025 are identified as a key factor driving the surge in complaints. Ofcom pledges to closely monitor the market and complaints data to address ongoing customer dissatisfaction.