In the latest evaluation of UK broadband services, notable differences in customer complaints have emerged. Ofcom, the regulatory body, has released its most recent findings on grievances reported by UK households, revealing that Vodafone and TalkTalk are facing challenges in customer satisfaction. These two major Internet Service Providers (ISPs) have slipped in the rankings, falling significantly behind their competitors.
Vodafone registered the lowest performance, with a rate of 11 complaints per 100,000 customers, marking a deterioration from the previous assessment.
Ofcom verified, “TalkTalk and Vodafone received the highest number of broadband complaints. While Vodafone’s complaints escalated compared to the previous quarter, TalkTalk’s complaint figures remained constant.”
Conversely, Virgin Media has excelled, achieving a remarkable outcome considering its prior poor showings in similar tests.
According to Ofcom, “The least complained-about broadband providers were Plusnet and Virgin Media,” with other commendable performers including Plusnet and Sky.
The performance rankings for broadband providers are as follows:
– Virgin Media: 5 complaints per 100,000
– Plusnet: 5 complaints per 100,000
– Sky: 7 complaints per 100,000
– BT: 8 complaints per 100,000
– EE: 8 complaints per 100,000
– TalkTalk: 10 complaints per 100,000
– Vodafone: 11 complaints per 100,000
Besides broadband, Ofcom assesses other services such as Landline and Pay-TV complaints. Utility Warehouse leads in landline complaints with just 1 per 100,000 customers, while Sky, Virgin Media, and Vodafone also demonstrate strong performances in this category.
For TV services, TalkTalk topped the list, followed by Sky.
The rankings for TV complaints are:
– TalkTalk: 2 complaints per 100,000
– Sky: 2 complaints per 100,000
– Virgin Media: 3 complaints per 100,000
– EE: 5 complaints per 100,000
Overall, the data shows an increase in complaints, primarily attributed to recent price hikes affecting numerous households across the UK.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment, stating, “We are concerned about the rise in customer complaints this quarter, particularly following a consistent downward trend in telecoms company complaints. The unexpected mid-contract price rise announcements for some mobile customers in the Autumn of 2025 seem to be a significant factor driving these complaints. We will closely monitor the market and future complaint figures to gauge ongoing customer satisfaction.”