Ofcom has recently published its updated report on consumer complaints, revealing the performance of broadband, TV, and telecoms companies in the industry. The overall trend shows a decline in complaints since the beginning of 2025, indicating a positive shift in customer satisfaction.
During the second quarter of 2025 (April to June), Ofcom noted a decrease in complaints compared to the previous quarter. Despite the improvements, there are clear distinctions between companies, with EE, under the ownership of BT, ranking poorly for broadband complaints.
According to Ofcom, EE received the highest number of complaints for fixed broadband services, while Plusnet, another BT-owned provider, received the fewest complaints, making it the top performer in this category.
Broadband Complaint Figures:
– Plusnet: 4 complaints per 100,000
– Sky: 6 complaints per 100,000
– Virgin Media: 8 complaints per 100,000
– BT: 9 complaints per 100,000
– TalkTalk: 9 complaints per 100,000
– NOW: 9 complaints per 100,000
– Vodafone: 9 complaints per 100,000
– EE: 10 complaints per 100,000
Besides broadband, Ofcom also evaluates complaints in the Landline, Mobile, and Pay-TV sectors. Utility Warehouse emerged as the top performer in landline services with zero complaints per 100,000, while EE ranked lowest with 8 complaints per 100,000.
For TV services, TalkTalk and Sky received minimal complaints, with TalkTalk leading with 1 complaint per 100,000. Conversely, EE faced the highest number of complaints in this category.
In the mobile services sector, EE, Vodafone, and Tesco Mobile tied for the lowest number of complaints at just 1 per 100,000 customers.
USwitch commented on the latest data, acknowledging the overall decrease in complaints across various services. While EE maintained a high complaint rate, there was a slight improvement in its numbers, reflecting an industry-wide positive trend. Service-related issues remained the primary cause of complaints, emphasizing the importance of reliable connectivity for consumers.
The data serves as a reminder for consumers to regularly compare service providers and consider switching if their current provider fails to meet their needs adequately.