The latest report from UK’s telecom regulator, Ofcom, reveals varying levels of customer complaints among broadband providers. Vodafone and TalkTalk emerged as the most complained-about ISPs, with Vodafone experiencing a notable increase in complaints compared to the previous period.
Virgin Media, on the other hand, showed significant improvement in customer satisfaction, ranking at the top with the lowest number of complaints per 100,000 customers, alongside Plusnet. Additionally, Sky, BT, and EE also maintained relatively low complaint rates.
In the realm of landline services, Utility Warehouse stood out with just 1 complaint per 100,000, closely followed by Sky, Virgin Media, and Vodafone. TalkTalk claimed the top spot for TV services, followed by Sky.
Despite some positive performances, overall complaints have seen a rise, largely attributed to recent price hikes affecting a significant number of households in the UK. Ofcom’s Director of Consumers and Retail Markets, Cristina Luna-Esteban, expressed concern over the increase in complaints, particularly following a period of declining complaints. The unexpected mid-contract price increases for some mobile customers in late 2025 were identified as a key driver of customer dissatisfaction. Ofcom pledges to closely monitor the market and future complaints data to address ongoing challenges in customer satisfaction.