In a recent testing of the UK’s broadband services, a new report by regulator Ofcom has revealed the performance of various Internet Service Providers (ISPs) in addressing customer complaints. Among the findings, Vodafone and TalkTalk emerged as the most complained-about providers, experiencing a decline in customer satisfaction compared to their competitors.
Vodafone ranked lowest with 11 complaints per 100,000 customers, indicating a worsening trend in customer feedback from previous assessments. Ofcom confirmed that both Vodafone and TalkTalk saw significant complaint figures, with Vodafone’s complaints rising compared to the previous quarter.
On the positive side, Virgin Media stood out as the least complained-about ISP, marking a significant improvement in their performance despite past shortcomings in similar tests. Plusnet and Virgin Media were highlighted by Ofcom as top performers, alongside other well-rated providers like Plusnet and Sky.
The rankings for broadband complaints per 100,000 customers were as follows:
– Virgin Media: 5 complaints
– Plusnet: 5 complaints
– Sky: 7 complaints
– BT: 8 complaints
– EE: 8 complaints
– TalkTalk: 10 complaints
– Vodafone: 11 complaints
Not limited to broadband services, Ofcom also scrutinizes other sectors like Landline and Pay-TV complaints. Utility Warehouse received top honors for landline services with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also excelled in this category. In the TV services segment, TalkTalk led the rankings followed closely by Sky.
For TV complaints per 100,000 customers, the figures were as follows:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints
Overall, there has been a concerning rise in customer complaints, attributed mainly to recent price escalations affecting numerous households across the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the surge in complaints, particularly following a period of decreasing telecoms company complaints. She highlighted unexpected mid-contract price rises for mobile customers in late 2025 as a key factor driving the complaints. Ofcom remains vigilant in monitoring the market for signs of ongoing customer dissatisfaction.
