The latest examination of broadband services in the UK has revealed notable disparities in customer satisfaction levels. Ofcom, the regulatory body, has disclosed its most recent data on complaints received from households across the UK, highlighting Vodafone and TalkTalk as underperforming providers. Both ISPs have seen a decline in their rankings compared to their competitors.
Vodafone registered the highest number of complaints with a rate of 11 per 100,000 customers, indicating a deterioration from the previous evaluation period.
Ofcom confirmed, “TalkTalk and Vodafone were the most complained-about broadband providers. Vodafone experienced a surge in complaints compared to the previous quarter, while TalkTalk’s complaint numbers remained unchanged.”
Conversely, Virgin Media emerged at the top of the list, showcasing a significant improvement despite historical performance issues in previous assessments.
Ofcom noted, “The least complained-about broadband providers were Plusnet and Virgin Media.” Other commendable performers include Plusnet and Sky.
The complaint figures for various broadband providers 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
In addition to broadband services, Ofcom also evaluates complaints related to landline and Pay-TV services. Utility Warehouse excelled in the landline category with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also demonstrated strong performance.
For TV services, TalkTalk secured the top spot, followed by Sky.
The TV complaint figures 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 uptick in complaints, attributed mainly to recent price hikes affecting numerous households in the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the increase in complaints, especially following a period of decreasing telecom company complaints. She highlighted unexpected mid-contract price rises for some mobile customers in late 2025 as a significant driver of the escalation in complaints, emphasizing the need for ongoing monitoring to address customer dissatisfaction.