The latest assessment of broadband services in the UK has revealed varying levels of customer satisfaction. Ofcom, the regulatory body, has disclosed the most recent data on complaints from households, highlighting Vodafone and TalkTalk as underperformers in the industry.

Vodafone recorded the highest complaint rate at 11 per 100,000 customers, indicating a deterioration compared to previous assessments. Ofcom stated, “Vodafone and TalkTalk were the most complained-about broadband providers, with Vodafone experiencing a surge in complaints while TalkTalk’s numbers remained unchanged.”

In contrast, Virgin Media emerged as a standout performer, showcasing significant improvement despite past subpar ratings. Ofcom mentioned, “The least complained-about broadband providers were Plusnet and Virgin Media,” acknowledging their favorable performance. Plusnet and Sky were also recognized for their commendable service quality.

The data revealed the following complaint rates per 100,000 customers:
– 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, Ofcom also evaluates other services like landline and Pay-TV complaints. Utility Warehouse excelled in landline services with just 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also received positive feedback in this category.

For TV services, TalkTalk ranked first, closely followed by Sky. The complaint rates per 100,000 customers in TV services were:
– TalkTalk: 2 complaints
– Sky: 2 complaints
– Virgin Media: 3 complaints
– EE: 5 complaints

Overall, there has been a concerning 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 spike in customer complaints, particularly following a period of decreasing telecom company complaints. She highlighted unexpected mid-contract price rises for mobile customers in late 2025 as a significant driver of the surge in complaints, emphasizing the need for ongoing monitoring to address customer dissatisfaction effectively.