The latest assessment of the UK’s broadband service has revealed varying levels of customer satisfaction among different providers. Ofcom, the regulatory body, disclosed the most recent complaint statistics, highlighting Vodafone and TalkTalk as underperformers in this regard. These two ISPs experienced a decline in their ratings compared to their competitors.
Vodafone registered the lowest score with 11 complaints per 100,000 customers, indicating a worsening trend in customer grievances since the previous evaluation period. Ofcom confirmed, “TalkTalk and Vodafone received the highest number of complaints among broadband providers, with Vodafone witnessing a surge in complaints while TalkTalk’s figures remained consistent.”
On the opposite spectrum, Virgin Media surged ahead in the rankings, displaying a remarkable improvement from previous assessments despite previous shortcomings. Ofcom noted, “The least complained-about broadband providers were Plusnet and Virgin Media, with other commendable performers including Plusnet and Sky.”
The ranking of broadband providers based on complaints per 100,000 customers is 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 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 in this area.
For television services, TalkTalk secured the top spot, followed closely by Sky. The ranking for TV providers based on complaints per 100,000 customers is as follows:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, there has been a concerning increase in complaints, largely attributed to recent price hikes affecting numerous households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the rise in complaints, particularly after a sustained period of declining complaints. She highlighted unexpected mid-contract price adjustments for mobile customers in Autumn 2025 as a significant factor driving customer dissatisfaction. Ofcom will continue to monitor the market and complaints data to gauge ongoing customer sentiment.