The latest report on UK broadband performance has revealed notable differences in customer satisfaction levels. Ofcom, the regulatory body, has disclosed the most recent data on complaints from UK households, indicating that Vodafone and TalkTalk are falling short of expectations. These two major Internet Service Providers (ISPs) have slipped in the rankings, lagging significantly behind their competitors.
Vodafone registered the highest number of complaints with a rate of 11 per 100,000 customers, showing a concerning increase compared to the previous evaluation period.
According to Ofcom, “TalkTalk and Vodafone were the most complained-about broadband providers. While Vodafone witnessed a surge in complaints from the previous quarter, TalkTalk’s complaint figures remained consistent.”
Contrastingly, Virgin Media emerged as a top performer in the survey, showcasing a notable improvement despite its previous poor standings in similar assessments. Ofcom stated, “The least complained-about broadband providers were Plusnet and Virgin Media, with other commendable performances from Plusnet and Sky.”
The rankings for broadband complaints per 100,000 customers are 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 evaluates complaints related to Landline and Pay-TV services. Utility Warehouse leads in landline services with only 1 complaint per 100,000 customers, closely followed by Sky, Virgin Media, and Vodafone.
For TV services, TalkTalk secured the top spot, trailed by Sky. The TV complaints rankings per 100,000 customers are as follows:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, there has been a concerning rise in complaints, largely attributed to recent price increases affecting numerous households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the surge in complaints, particularly after a sustained period of decline. She highlighted that unexpected mid-contract price rises for mobile customers in the Autumn of 2025 were a key driver of the complaints. Ofcom remains vigilant in monitoring the market and complaints data to address customer dissatisfaction.