The latest assessment of broadband services in the UK has revealed notable discrepancies in customer complaints. Ofcom, the regulatory body, has disclosed the most recent data on grievances from households in the UK, indicating that Vodafone and TalkTalk are falling short in customer satisfaction. Both of these well-known Internet Service Providers (ISPs) have slipped in the rankings, lagging far behind their competitors.
Vodafone registered the poorest performance with a rate of 11 complaints per 100,000 customers, marking an increase from the previous evaluation, highlighting a deteriorating trend in Vodafone’s service quality.
“Ofcom confirmed that TalkTalk and Vodafone were the most commonly complained-about broadband providers. While Vodafone witnessed a surge in complaints compared to the previous quarter, TalkTalk’s complaint levels remained stagnant,” stated Ofcom.
Conversely, Virgin Media has emerged at the top of the chart, a notable achievement considering its historical poor performance in similar evaluations.
“Plusnet and Virgin Media were the least complained-about broadband providers,” added Ofcom. Plusnet and Sky are among the ISPs that have also shown strong performance.
The comprehensive list of winners and losers is as follows:
– 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
Apart from broadband services, Ofcom also monitors other services such as Landline and Pay-TV complaints.
Utility Warehouse excelled in the landline category with only 1 complaint per 100,000 customers. Sky, Virgin Media, and Vodafone also showed commendable performance in this domain.
For television services, TalkTalk secured the top spot followed by Sky.
The full list of TV winners and losers includes:
– 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 increase in complaints, largely attributed to recent price hikes affecting numerous households across the UK.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commented on the latest findings, expressing disappointment at the rise in customer complaints during the quarter. She highlighted that unexpected mid-contract price rises for mobile customers in Autumn 2025 seemed to be a major driver of these complaints. Ofcom remains committed to closely monitoring the market and complaints data to address ongoing customer dissatisfaction.