The latest report from Ofcom reveals the performance of UK broadband providers, highlighting both top performers and those with higher complaint rates. Vodafone and TalkTalk, two major Internet Service Providers (ISPs), have shown a decline in customer satisfaction, with Vodafone receiving the lowest rating of 11 complaints per 100,000 customers, indicating a worsening trend in complaints.
Ofcom confirmed that Vodafone and TalkTalk were the most complained-about ISPs, with Vodafone experiencing a rise in complaints compared to the previous quarter, while TalkTalk’s complaint figures remained unchanged. Conversely, Virgin Media has significantly improved its standing, being among the least complained-about providers, alongside Plusnet.
The list of top performers includes Virgin Media and Plusnet with only 5 complaints per 100,000 customers, followed by Sky with 7 complaints, BT and EE with 8 complaints each, TalkTalk with 10 complaints, and Vodafone with 11 complaints. In addition to broadband services, Ofcom also tracks complaints for other services like Landline and Pay-TV, where Utility Warehouse leads in landline services and TalkTalk in the TV category.
Overall, there has been a rise in complaints, attributed mainly to recent price increases affecting many households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment in the increased complaints, noting that unexpected mid-contract price rises for mobile customers in 2025 have been a significant driver for these complaints. Ofcom will continue to monitor the market for signs of ongoing customer dissatisfaction.