The latest assessment of UK broadband service highlights notable differences in customer satisfaction levels among various providers. Ofcom, the regulatory body, has disclosed the most recent data on complaints from households, indicating that Vodafone and TalkTalk are facing challenges in meeting customer expectations. Both companies have slipped in the rankings compared to their competitors.
Vodafone registered the highest number of complaints, with a rate of 11 per 100,000 customers, indicating a worsening trend from the previous evaluation period. Ofcom confirmed, “TalkTalk and Vodafone received the highest number of complaints among broadband providers. While Vodafone experienced a surge in complaints compared to the previous quarter, TalkTalk’s complaint figures remained steady.”
Conversely, Virgin Media emerged as a top performer in the rankings, showcasing a significant improvement despite past underperformance in similar assessments. “Plusnet and Virgin Media received the fewest complaints among broadband providers,” stated Ofcom. Other providers receiving positive feedback include 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 leads in landline services with just 1 complaint per 100,000 customers. Sky, Virgin Media, and Vodafone also received commendations in this category. For TV services, TalkTalk secured the top position, closely followed by Sky.
The ranking of 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, the data indicates a concerning increase in complaints, attributed largely to recent price hikes affecting many households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment at the rise in customer complaints, particularly following a period of decreasing complaints. She highlighted unexpected price increases for mobile customers in 2025 as a significant factor driving the complaints, emphasizing the need for continued monitoring of the market to address customer dissatisfaction.