The latest data from UK regulator Ofcom reveals varying performance levels among major broadband companies in the country. TalkTalk, Vodafone, and EE ranked at the bottom of the customer complaints table, falling below the national average.
Ofcom’s update highlighted that “EE, TalkTalk, and Vodafone received the highest number of broadband complaints.” While EE maintained its complaint figures from the previous quarter, both TalkTalk and Vodafone experienced an increase in complaints.
On the flip side, Plusnet emerged as the least complained-about broadband provider, surprising many as it outperformed its BT-owned counterpart, EE. Sky secured the second spot for the fewest reported issues, followed by Virgin Media, which significantly improved its ranking from being one of the worst-performing ISPs to currently the third best in terms of customer grievances.
The ranking of broadband providers based on complaints per 100,000 customers is as follows:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 7 complaints
– BT: 11 complaints
– Vodafone: 10 complaints
– EE: 10 complaints
– TalkTalk: 10 complaints
Besides broadband complaints, Ofcom also monitors other services such as landline and pay-TV. Utility Warehouse led the pack for landline services with just 1 complaint per 100,000 customers, with Sky, Virgin Media, and Vodafone also performing well in this category. Unfortunately, TalkTalk ranked lowest once more with 8 complaints per 100,000 customers.
While TalkTalk faced challenges in broadband and landline services, it excelled in TV services, registering only 2 complaints per 100,000 customers. The industry-wide complaint levels have remained consistent across broadband, mobile, and pay-TV services, indicating a stagnant trend in customer satisfaction levels.
Ernest Doku, a telecoms expert at uswitch.com, expressed concerns over the lack of improvement in service quality despite stable complaint volumes. Plusnet’s exceptional performance in receiving the fewest complaints underscores its recent recognition as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards.
As annual price increases loom, customers are advised to evaluate their service providers to ensure they justify the additional costs. Comparing deals to find better value for money is recommended for dissatisfied customers seeking improved services.