The latest assessment of broadband services in the UK reveals distinct patterns of customer satisfaction and dissatisfaction. Ofcom, the regulatory authority, has disclosed the most recent data on complaints from households, indicating that Vodafone and TalkTalk have room for improvement. These two prominent Internet Service Providers (ISPs) have seen a decline in their rankings, falling significantly below their competitors.
Vodafone recorded the lowest performance, with a complaint rate of 11 per 100,000 customers, marking a deterioration from the previous evaluation.
According to Ofcom, “TalkTalk and Vodafone were the most complained-about broadband providers. Vodafone experienced a surge in complaints compared to the previous quarter, while TalkTalk’s complaint levels remained unchanged.”
In contrast, Virgin Media emerged as a top performer in the rankings, marking a significant achievement given its previous poor showings in similar assessments.
Ofcom stated, “The least complained-about broadband providers were Plusnet and Virgin Media,” highlighting the strong performance of these ISPs along with Plusnet and Sky.
The list of broadband service providers with their respective complaint rates 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
Beyond broadband services, Ofcom also monitors complaints related to other services such as Landline and Pay-TV. Utility Warehouse leads in landline services with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also received positive feedback in this category.
For television services, TalkTalk secured the top position, followed closely by Sky.
The list of TV service providers with their complaint rates per 100,000 customers is as follows:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, there has been an increase in complaints, attributed mainly 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 customer complaints, particularly following a period of decreasing complaints. She highlighted unexpected mid-contract price increases for mobile customers in late 2025 as a significant factor driving these complaints. Ofcom remains vigilant in monitoring the market and customer satisfaction levels to address any ongoing concerns.