The latest report on UK broadband performance has revealed notable discrepancies in customer complaints. Ofcom, the regulatory authority, has disclosed the most recent data on grievances from households across the UK, indicating that Vodafone and TalkTalk are facing challenges in customer satisfaction. These two prominent Internet Service Providers (ISPs) have experienced a decline in their rankings, trailing behind their competitors.
Vodafone exhibited the poorest performance with 11 complaints per 100,000 customers, marking an increase from the previous assessment, signaling a deterioration in Vodafone’s service quality.
“Ofcom confirmed that TalkTalk and Vodafone were the most complained-about broadband providers, with Vodafone witnessing a surge in complaints compared to the previous period, while TalkTalk’s complaint numbers remained unchanged,” the regulator stated.
Conversely, Virgin Media emerged at the top of the list, showcasing a significant improvement despite past underperformance in similar evaluations.
“Among the least complained-about broadband providers were Plusnet and Virgin Media,” added Ofcom, highlighting the commendable performance of these ISPs along with Plusnet and Sky.
The standings for broadband 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
In addition to broadband services, Ofcom also monitors complaints for other services such as Landline and Pay-TV. Utility Warehouse excelled in the landline category with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also received positive recognition.
For TV services, TalkTalk secured the top position, followed by Sky.
The rankings for TV 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 an upward trend in complaints, largely attributed to recent price hikes affecting numerous households across the UK.
Commenting on the latest figures, Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the increase in customer complaints, particularly following a period of declining complaints in the telecom sector.
She highlighted that the main driver for the rise in complaints seemed to be unexpected mid-contract price increases announced for some mobile customers in the Autumn of 2025. Ofcom will continue monitoring the market and complaints figures to address any ongoing customer dissatisfaction.