Ofcom has recently published the most recent data on consumer complaints, shedding light on the performance of broadband, TV, and telecoms companies. The report indicates an overall decrease in complaints since the beginning of 2025, showing a positive trend in customer satisfaction.
During the second quarter of 2025 (April to June), complaints to Ofcom decreased compared to the previous quarter (January to March 2025). Notably, EE, a broadband provider under BT, ranked lowest in terms of broadband complaints.
In contrast, Plusnet, another BT-owned Internet Service Provider, emerged as the top performer with the fewest complaints in the broadband sector. The figures for broadband complaints per 100,000 customers are as follows:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 8 complaints
– BT: 9 complaints
– TalkTalk: 9 complaints
– NOW: 9 complaints
– Vodafone: 9 complaints
– EE: 10 complaints
Aside from broadband, Ofcom also evaluates complaints in other categories such as Landline, Mobile, and Pay-TV services. Utility Warehouse excelled in landline services with zero complaints per 100,000 customers, while EE ranked lowest with 8 complaints per 100,000.
For TV services, TalkTalk and Sky received minimal complaints, with TalkTalk leading with just 1 complaint per 100,000, while EE faced the highest complaints at 6 per 100,000. In the mobile services category, EE, Vodafone, and Tesco Mobile tied for the least complaints at 1 per 100,000.
According to USwitch, the latest Ofcom data signifies a significant improvement in complaint levels across various services. While EE received the most complaints, there was a decrease in their numbers, aligning with the industry’s positive trend. Service issues remain the primary driver of complaints in both mobile and broadband sectors, emphasizing the importance of reliable connectivity.
As service providers increase prices, there is a call for corresponding enhancements in service quality and value. Consumers are advised to regularly compare deals and switch providers if their needs are not adequately met.