The latest assessment of broadband services in the UK has revealed notable discrepancies in customer satisfaction levels. Ofcom, the regulatory body, has disclosed the most recent data on grievances reported by households, indicating that Vodafone and TalkTalk are facing challenges in meeting consumer expectations. These two prominent Internet Service Providers (ISPs) have seen a decline in their rankings, falling significantly behind their competitors.
Vodafone received the lowest rating, with a rate of 11 complaints per 100,000 customers, showing a deterioration from the previous evaluation period.
Ofcom stated, “Both Vodafone and TalkTalk received the highest number of complaints among broadband providers. Vodafone observed an uptick in complaints compared to the previous quarter, while TalkTalk’s complaint figures remained unchanged.”
Conversely, Virgin Media emerged as a top performer, a notable achievement for the company considering its previous poor performance in similar assessments.
Ofcom further noted, “The least complained-about broadband service providers were Plusnet and Virgin Media,” highlighting the commendable performance of these ISPs along with Plusnet and Sky.
The ranking in terms of complaints per 100,000 customers is as follows:
– VIRGIN MEDIA: 5 complaints
– PLUSNET: 5 complaints
– SKY: 7 complaints
– BT: 8 complaints
– EE: 8 complaints
– TALKTALK: 10 complaints
– VODAFONE: 11 complaints
Apart from broadband services, Ofcom also evaluates other services such as Landline and Pay-TV, with Utility Warehouse receiving the least complaints in the landline category. Sky, Virgin Media, and Vodafone were also recognized for their strong performance in this domain.
In the TV segment, TalkTalk secured the top position, followed closely by Sky.
Overall, there has been an 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, expressed disappointment over the rise in complaints, particularly after a period of declining complaints about telecoms companies. She highlighted the unexpected mid-contract price increases for mobile customers in the Autumn of 2025 as a significant factor driving the heightened complaints. Ofcom remains vigilant in monitoring the market to address any ongoing customer dissatisfaction trends.
