Ofcom’s recent report on UK broadband service providers reveals varying levels of customer complaints, with TalkTalk, Vodafone, and EE ranking below the national average in terms of complaints. Ofcom highlighted that these three companies generated the highest number of broadband complaints, with TalkTalk and Vodafone experiencing an increase in complaints compared to the previous quarter.
In contrast, Plusnet emerged as the least complained-about broadband provider, showcasing a notable performance in customer satisfaction. Sky followed closely behind as the second-best performer in terms of resolving customer issues. Meanwhile, Virgin Media showed significant improvement, moving up to the third position in the rankings for the least number of complaints.
The statistics indicate that Plusnet had the lowest complaint rate at 4 complaints per 100,000 customers, while Sky and Virgin Media followed with 6 and 7 complaints per 100,000, respectively. On the other hand, BT, Vodafone, and EE reported higher complaint rates at 11 complaints per 100,000 customers each.
Besides broadband complaints, Ofcom also evaluates other services such as landline and pay-TV complaints. Utility Warehouse excelled in landline services with only 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also demonstrated strong performance in this category. However, TalkTalk ranked at the bottom once again with 8 complaints per 100,000 customers.
In terms of TV complaints, TalkTalk outperformed its rivals with only 2 complaints per 100,000 customers, followed by Sky, Virgin Media, and EE. Despite complaints remaining steady without significant changes from the previous quarter, concerns persist about the lack of improvement in service quality across the industry.
Telecoms expert Ernest Doku expressed concerns about the stagnation in complaint levels and emphasized the importance of providers justifying rising costs with improved services. Doku also praised Plusnet for its exceptional customer service, citing its recent recognition as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards. As annual prices approach, customers are encouraged to compare deals and seek better value for their money.
