Ofcom, the UK’s telecom regulator, has released its latest report on broadband service complaints, revealing notable performance disparities among providers. Vodafone and TalkTalk emerged as the most concerning ISPs, with both recording a spike in customer grievances. Vodafone, in particular, received the lowest rating with 11 complaints per 100,000 customers, signifying a deterioration from previous assessments.

According to Ofcom, “TalkTalk and Vodafone were the most complained-about broadband providers, with Vodafone witnessing a surge in complaints compared to the previous quarter while TalkTalk’s complaint levels remained constant.”

On the positive side, Virgin Media excelled in customer satisfaction, marking a significant improvement despite past performance issues in similar assessments. Ofcom highlighted that “the least complained-about broadband providers were Plusnet and Virgin Media,” with other commendable performers including Plusnet and Sky.

In terms of specific figures, Virgin Media and Plusnet led the pack with a mere 5 complaints per 100,000 customers, followed closely by Sky with 7 complaints. BT and EE also fared reasonably well with 8 complaints each, while TalkTalk and Vodafone faced higher complaint rates at 10 and 11 complaints per 100,000 customers, respectively.

Beyond broadband, Ofcom also scrutinized landline and pay-TV services. Utility Warehouse received top honors for landline services, boasting just 1 complaint per 100,000 customers, with Sky, Virgin Media, and Vodafone also earning praise in this category. For television services, TalkTalk secured the top spot, closely trailed by Sky.

Despite individual provider performances, overall complaints have shown an upward trend, attributed mainly to recent price hikes affecting numerous UK households. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed concern over the escalation in complaints, particularly post a sustained period of decreasing telecom company grievances. She cited unexpected mid-contract price rises for mobile customers in late 2025 as a key factor driving the surge in complaints. Ofcom remains vigilant, monitoring future complaint trends to address ongoing customer discontent.