The latest data from UK regulator Ofcom reveals varying performance levels among the major broadband providers in the country. TalkTalk, Vodafone, and EE ranked below the UK average in terms of customer complaints. Ofcom stated that these three companies generated the highest number of broadband complaints, with TalkTalk and Vodafone experiencing an increase in complaints compared to the previous quarter.
On the positive side, Plusnet emerged as the top performer with the fewest complaints, despite being under the same ownership as EE. Sky followed closely in second place, showing a strong performance in addressing customer issues. Virgin Media also showed significant improvement, moving up the ranks to become the third-best provider in terms of complaint resolution.
In terms of specific complaint rates per 100,000 customers, Plusnet led with only 4 complaints, followed by Sky with 6 complaints and Virgin Media with 7 complaints. On the other hand, TalkTalk, EE, and Vodafone had higher complaint rates, each receiving 10 complaints per 100,000 customers.
Apart from broadband, Ofcom also monitors complaints in other areas such as landline and pay-TV services. Utility Warehouse stood out for its exceptional performance in landline services, receiving only 1 complaint per 100,000 customers. Meanwhile, TalkTalk faced challenges in landline services, ranking lowest with 8 complaints per 100,000 customers.
For TV services, TalkTalk had the lowest number of complaints at 2 per 100,000 customers, followed by Sky with 3 complaints and Virgin Media with 5 complaints. EE trailed slightly behind with 6 complaints per 100,000 customers.
Overall, the complaints landscape has remained relatively stable, with no significant improvements recorded. Ernest Doku, a telecoms expert at uswitch.com, noted that while complaint volumes have not increased dramatically, the lack of industry-wide improvement raises concerns for consumers facing rising costs.
Plusnet’s consistent performance in customer service was highlighted, with the provider receiving accolades such as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards. As annual prices approach in April, consumers are advised to evaluate their service providers and explore better value options if their current provider falls short in delivering satisfactory service.