The UK’s broadband service providers have once again undergone scrutiny, revealing distinct trends in customer complaints. Ofcom, the regulatory body, has released its most recent report on grievances from UK households, highlighting Vodafone and TalkTalk as underperformers. These two major Internet Service Providers (ISPs) have fallen in the rankings, trailing behind their competitors.
Vodafone received the lowest rating, with 11 complaints per 100,000 customers, indicating a deterioration compared to the previous assessment.
Ofcom confirmed, “TalkTalk and Vodafone were the most complained-about broadband providers. Vodafone experienced a rise in complaints from the previous quarter, while TalkTalk’s complaint numbers remained unchanged.”
In contrast, Virgin Media emerged as a standout performer in the rankings, showcasing a significant improvement despite past poor showings.
Ofcom added, “The least complained-about broadband providers were Plusnet and Virgin Media.” Additionally, Plusnet and Sky were recognized for their strong performance.
Here is the detailed breakdown of the best and worst performers:
– 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
Apart from broadband, Ofcom also tracks issues in other services like Landline and Pay-TV complaints. Utility Warehouse leads in landline complaints with just 1 complaint per 100,000, while Sky, Virgin Media, and Vodafone also performed well in this category. In the TV service segment, TalkTalk secured the top spot, followed by Sky.
For TV services, the rankings are as follows:
– 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, there has been a concerning increase in complaints, primarily attributed to recent price hikes affecting numerous households in the UK.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the surge in complaints, especially following a period of decreasing complaints. She highlighted that unexpected mid-contract price rises for mobile customers in Autumn 2025 were a major factor contributing to the rise in complaints. Ofcom will continue to monitor the market for signs of sustained customer dissatisfaction.