The latest assessment of broadband services in the UK has revealed varying levels of customer complaints. Ofcom, the regulatory authority, has released its most recent data on customer grievances, highlighting Vodafone and TalkTalk as underperformers. Both of these popular Internet Service Providers (ISPs) have seen a decline in their rankings compared to their competitors.
Vodafone recorded the lowest score with 11 complaints per 100,000 customers, indicating a deterioration in customer satisfaction from the previous evaluation. Ofcom confirmed, “TalkTalk and Vodafone were the most complained-about broadband providers, with Vodafone experiencing an increase in complaints while TalkTalk’s figures remained unchanged.”
In contrast, Virgin Media emerged as a standout performer, demonstrating a significant improvement despite previous poor performance in similar assessments. “The least complained-about broadband providers were Plusnet and Virgin Media,” stated Ofcom, highlighting the strong performance of these ISPs along with Sky.
The rankings for broadband providers based on 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
Beyond broadband services, Ofcom also evaluates complaints related to other services such as Landline and Pay-TV. Utility Warehouse received the fewest complaints for landline services, with just 1 complaint per 100,000 customers. Sky, Virgin Media, and Vodafone also performed well in this category. For TV services, TalkTalk topped the list followed by Sky.
The rankings for TV providers based on complaints per 100,000 customers are as follows:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, there has been a concerning increase in complaints across various services, attributed mainly to recent price hikes affecting many households in the UK. Commenting on the latest data, Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment at the rise in complaints, particularly following a period of decreasing telecoms complaints. She highlighted unexpected mid-contract price rises for mobile customers in late 2025 as a significant factor driving customer dissatisfaction. Ofcom will closely monitor future complaints data to gauge ongoing customer sentiment.