The latest assessment of broadband services in the UK has revealed distinct performance variations, with certain providers standing out for both positive and negative reasons. Ofcom, the regulatory body, has disclosed its most recent data on customer complaints, indicating that Vodafone and TalkTalk have room for improvement. Both providers have slipped in the rankings compared to their competitors.
Vodafone received the lowest rating, registering 11 complaints per 100,000 customers, showcasing a deterioration from previous evaluations. Ofcom confirmed, “Vodafone and TalkTalk received the highest number of complaints among broadband providers. While Vodafone’s complaints escalated from the previous quarter, TalkTalk’s figures remained unchanged.”
On the opposite end of the spectrum, Virgin Media has shown notable progress, a significant achievement given its prior poor performance in similar assessments. Ofcom highlighted, “The broadband providers with the fewest complaints were Plusnet and Virgin Media.” Plusnet and Sky were also commended for their commendable performance.
The data reveals the following rankings for broadband providers:
– 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
Additionally, Ofcom’s scrutiny extends beyond broadband services to include landline and Pay-TV complaints. Utility Warehouse emerged as the top performer for landline services, receiving just one complaint per 100,000 customers. Sky, Virgin Media, and Vodafone also demonstrated strong performance in this category. In the realm of TV services, TalkTalk secured the top spot, closely 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 uptick in complaints, primarily attributed to recent price hikes affecting numerous households across the UK. Ofcom’s Director of Consumers and Retail Markets, Cristina Luna-Esteban, expressed disappointment over the rise in customer complaints, particularly following a sustained period of decreasing telecom company complaints. She attributed the spike to unexpected mid-contract price increases for certain mobile customers in Autumn 2025 and pledged to closely monitor future complaints data for ongoing customer dissatisfaction.
