The latest assessment of broadband services in the UK has revealed varying levels of customer complaints among providers. Ofcom, the regulatory body, has disclosed the most recent data on customer grievances, indicating that Vodafone and TalkTalk have room for improvement. These two ISPs have seen a decline in their rankings compared to their competitors.
Vodafone received the lowest rating, with 11 complaints per 100,000 customers, showing a deterioration from the previous evaluation. Ofcom confirmed, “TalkTalk and Vodafone were the most complained-about broadband providers, with Vodafone experiencing a rise in complaints compared to the previous quarter, while TalkTalk’s complaint figures remained stable.”
On the opposite end of the spectrum is Virgin Media, which achieved a notable result considering its past performance in similar tests. “The least complained-about broadband providers were Plusnet and Virgin Media,” stated Ofcom. Plusnet and Sky were also highlighted for their strong performance.
In terms of landline services, Utility Warehouse stood out with only 1 complaint per 100,000 users. Sky, Virgin Media, and Vodafone also demonstrated good performance in this category. For TV services, TalkTalk ranked first, followed by Sky.
Overall, there has been a rise in complaints, mainly 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 increase in customer complaints, particularly following a period of decreasing telecoms company complaints. She pointed out that unexpected mid-contract price rises for some mobile customers in the Autumn of 2025 were a key factor driving the complaints. Ofcom will continue to monitor the market and complaints figures to gauge ongoing customer satisfaction trends.