Recent data from UK regulator Ofcom reveals varying performance among major broadband providers in handling customer complaints. The latest report ranks TalkTalk, Vodafone, and EE at the bottom of the list, all falling below the national complaint average.
Ofcom stated, “EE, TalkTalk, and Vodafone received the highest number of broadband complaints,” with TalkTalk and Vodafone experiencing an uptick in grievances compared to the previous quarter.
Conversely, Plusnet emerged as the top performer with the least number of complaints, surpassing both EE and TalkTalk, despite all being under the BT umbrella.
Ofcom highlighted, “Plusnet had the lowest number of reported broadband complaints.” Following Plusnet, Sky secured the second spot for minimal complaints, while Virgin Media improved its standing to become the third least complained-about provider.
In terms of complaints per 100,000 customers, the rankings are as follows: Plusnet with 4, Sky with 6, Virgin Media with 7, BT with 11, Vodafone with 10, EE with 10, and TalkTalk with 10.
Apart from broadband, Ofcom also monitors complaints related to landline and pay-TV services. Utility Warehouse led the landline segment with the fewest complaints, while Sky, Virgin Media, and Vodafone also demonstrated strong performance in this category. However, TalkTalk lagged behind in landline complaints.
Although TalkTalk received the highest number of landline complaints, it fared better in TV services, with the least number of grievances reported. The rankings for TV complaints per 100,000 customers were: TalkTalk with 2, Sky with 3, Virgin Media with 5, and EE with 6.
Ofcom’s latest findings indicate that complaint levels across broadband, landline, mobile, and pay-TV services have remained stable compared to the previous quarter. Ernest Doku, a telecoms expert at uswitch.com, expressed concerns over the lack of improvement in service quality despite consistent complaint volumes.
Doku stated, “The industry’s stagnant complaint rates raise worries for consumers facing increased bills. Plusnet’s exceptional performance in customer service, as recognized in the Uswitch 2026 Telecoms Awards, sets a high standard for broadband providers. As prices are set to rise, customers are advised to evaluate their options and seek better value for their money.”
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