Ofcom’s recent report reveals varying performance levels among major UK broadband providers in handling customer complaints. TalkTalk, Vodafone, and EE rank lowest on the complaint scale, falling below the national average.
According to Ofcom’s update, “EE, TalkTalk, and Vodafone received the most broadband complaints.” While EE’s complaint rate remained constant, TalkTalk and Vodafone experienced an increase in grievances.
On the other end of the spectrum, Plusnet emerges as the least complained-about broadband provider, surpassing expectations given its ownership by BT, which also owns EE. Ofcom noted, “Plusnet had the lowest number of complaints.”
Following Plusnet, Sky secures the second spot for minimal complaints, while Virgin Media shows significant improvement from being a poor performer last year to now ranking as the third best in complaint handling.
The complaint rates per 100,000 customers 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 monitors complaints in other services such as landline and pay-TV. Utility Warehouse leads in landline complaints with only 1 per 100,000 customers. Sky, Virgin Media, and Vodafone also demonstrate good performance in this category. However, TalkTalk remains at the bottom with 8 complaints per 100,000 customers.
In the realm of TV services, TalkTalk boasts the lowest complaint rate, with Sky, Virgin Media, and EE following suit.
Despite complaints remaining steady across broadband, landline, mobile, and pay-TV services, industry expert Ernest Doku from uswitch.com notes a growing impatience towards poor service quality. Plusnet’s consistent performance in receiving the fewest complaints aligns with its recent recognition as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards.
As annual price hikes approach, customers are advised to scrutinize their service providers to ensure value for money. Doku emphasizes the importance of exploring alternative deals if current services fail to meet expectations.