The latest report from UK regulator Ofcom reveals the varying performance of major broadband providers in handling customer complaints. TalkTalk, Vodafone, and EE were at the bottom of the list, receiving more complaints than the UK average, according to Ofcom.
Ofcom’s update highlighted that EE, TalkTalk, and Vodafone were the top generators of broadband complaints. While EE’s complaint figures remained stable from the previous quarter, TalkTalk and Vodafone experienced an increase in complaints.
In contrast, Plusnet emerged as the least complained-about broadband provider, surprising many due to its ownership by BT alongside EE. Ofcom confirmed Plusnet’s top position in complaint management.
Sky secured the second spot for the least number of issues, followed by Virgin Media, which notably improved from being one of the worst-performing ISPs in the past.
The rankings for broadband complaints per 100,000 customers were as follows: Plusnet (4), Sky (6), Virgin Media (7), BT (11), Vodafone (10), EE (10), and TalkTalk (10).
Besides broadband complaints, Ofcom also tracks Landline and Pay-TV issues. Utility Warehouse led in landline services with the lowest complaint rate, while Sky, Virgin Media, and Vodafone also demonstrated strong performance in this category.
However, TalkTalk ranked lowest once again in the overall league with 8 complaints per 100,000 customers. On a positive note, TalkTalk excelled in managing TV-related complaints.
For TV complaints per 100,000 customers, the rankings were as follows: TalkTalk (2), Sky (3), Virgin Media (5), and EE (6).
Despite complaints remaining steady, there was no notable improvement in the industry according to the new Ofcom data. Ernest Doku, a telecoms expert at uswitch.com, expressed concerns over the lack of progress in service quality despite stable complaint volumes.
Plusnet’s exceptional performance in handling complaints was highlighted, aligning with its recent recognition as the Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards.
As annual prices are set to increase, customers are advised to evaluate if their current provider justifies the added costs and explore better value options in the market.