UK consumers registered over 10,000 complaints with Ofcom regarding broadband, landline, mobile and pay-TV services between July and September 2025, with EE, TalkTalk and Vodafone receiving the highest volume of grievances for fixed broadband, the regulator revealed on February 19, 2026.
The latest rankings, based on complaints per 100,000 customers, show that EE, TalkTalk, and Vodafone each recorded 10 complaints for broadband services. BT and Virgin Media followed closely with 9 and 7 complaints respectively, while the industry average stood at 8. Plusnet generated the fewest broadband complaints, at 4 per 100,000 customers. The majority of broadband complaints related to faults, service issues, and problems with the initial setup, or ‘provisioning’.
TalkTalk similarly topped the list for landline complaints, receiving 7 per 100,000 customers. EE was a close second with 6, while BT, NOW Broadband, and Plusnet all registered 5 complaints each. Utility Warehouse performed best in this category, with only 1 complaint per 100,000 customers.
For pay-monthly mobile services, Sky Mobile received the most complaints, though at a relatively low 3 per 100,000 customers. The average across mobile providers was 2. Ofcom noted that complaints in this sector largely concerned how operators handled customer issues, as well as faults, service, and provisioning – particularly in the case of Three.
EE again appeared at the top of the complaints table for pay-TV services, with 6 complaints per 100,000 customers. Virgin Media generated 5 complaints, while Sky and TalkTalk received 3 and 2 complaints respectively. The primary sources of dissatisfaction in pay-TV were the handling of complaints by providers and issues related to switching providers.
While the latest figures show no significant change from the previous quarter (April-June 2025), the overall number of complaints has fallen considerably in recent years. Ofcom data indicates that complaint levels have declined by roughly two-thirds over the past 15 years. In 2011, the regulator recorded at least 40 complaints per 100,000 customers for broadband and 38 for landlines. Pay-monthly mobile complaints peaked at 19 per 100,000 in late 2011, and pay-TV complaints did not exceed 8 per 100,000 in 2018.
Ofcom has published interactive charts detailing the complaint data, allowing consumers to examine historical trends by sector, and provider. The underlying data is also available in CSV format for independent analysis.
