The latest data from UK regulator Ofcom reveals varying performance levels among major broadband providers in the UK. TalkTalk, Vodafone, and EE rank at the bottom of the customer complaints table, below the national average, with Ofcom highlighting them for generating the highest number of broadband complaints.
While EE’s complaint figures remained steady, both TalkTalk and Vodafone experienced an increase in complaints, signaling dissatisfaction among their users. In contrast, Plusnet emerged as the least complained-about broadband provider, showing a notable performance difference despite being under the same ownership as EE, which suggests different service standards.
Following Plusnet, Sky secured the second spot for the fewest reported issues, demonstrating a strong performance in customer satisfaction. Notably, Virgin Media has shown significant improvement, transitioning from being one of the worst performers to the third-best in terms of customer grievances.
The rankings for broadband complaints per 100,000 users are as follows:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 7 complaints
– BT: 11 complaints
– Vodafone: 10 complaints
– EE: 10 complaints
– TalkTalk: 10 complaints
Apart from broadband, Ofcom also monitors complaints in other sectors like landline and pay-TV services. Utility Warehouse leads in landline services with just 1 complaint per 100,000 users, while Sky, Virgin Media, and Vodafone also received positive ratings in this category.
On the contrary, TalkTalk remained at the bottom of the league for landline complaints, with 8 complaints per 100,000 users. However, the company outperformed its competitors in the TV services category.
The TV complaints rankings per 100,000 users are as follows:
– TalkTalk: 2 complaints
– Sky: 3 complaints
– Virgin Media: 5 complaints
– EE: 6 complaints
Despite the steady complaint levels across broadband, landline, mobile, and pay-TV services, there has been no significant improvement, indicating a persistent issue within the industry. According to Ernest Doku, a telecoms expert at uswitch.com, customers’ tolerance for subpar service is diminishing, especially with rising costs. Plusnet’s consistent performance in receiving the fewest complaints sets a high standard for the industry, underlined by its recent recognition as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards.
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