The latest data from UK regulator Ofcom reveals the performance of major broadband companies in handling customer complaints. TalkTalk, Vodafone, and EE ranked at the bottom of the list, receiving more complaints than the UK average. 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 bright side, Plusnet emerged as the top performer with the fewest complaints, despite being under the same ownership as EE. Ofcom confirmed that Plusnet was the least complained-about broadband provider. Following Plusnet, Sky secured the second position for having the least number of issues, while Virgin Media showed significant improvement, now ranking as the third best in terms of customer complaints.
In the broadband sector, Plusnet had only 4 complaints per 100,000 customers, while Sky had 6, and Virgin Media had 7. On the other hand, BT, Vodafone, and EE each received 10 complaints per 100,000 customers, and TalkTalk had 10 complaints per 100,000 as well.
Ofcom also monitors complaints related to landlines and pay-TV services. Utility Warehouse received the least landline complaints with just 1 per 100,000 customers, followed by Sky, Virgin Media, and Vodafone. Unfortunately, TalkTalk ranked lowest again for landline complaints, with 8 complaints per 100,000 customers.
Regarding TV services, TalkTalk had the fewest complaints at 2 per 100,000, followed by Sky with 3, Virgin Media with 5, and EE with 6.
While complaint levels have not seen a significant increase, they have not improved either, remaining consistent across broadband, landline, mobile, and pay-TV services. Ernest Doku, a telecoms expert at uswitch.com, noted that there is a growing impatience with poor service quality among customers. He emphasized the importance of providers justifying price increases and urged consumers to compare deals to find better value for money.
Overall, Plusnet’s exceptional performance in handling complaints sets a high standard for the industry, reflecting its recent recognition as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards. As prices are set to rise, customers are advised to assess their service quality and consider switching providers if necessary for better service and value.