The latest stats from UK regulator Ofcom are in, naming the most complained about broadband providers in the UK - and it looks as though one of the biggest firms in the business has some work to do.EE received the most complaints regarding fixed line broadband services, clocking up 10 complaints per 100,000 customers.In the quarter from April to June 2025, its rivals Vodafone, Sky-owned Now Broadband, BT and TalkTalk came a close second worst, each with nine complaints per 100,000 customers.Article continues below ADVERTISEMENT Read more: Virgin Media Wi-Fi alert confirms 3 common objects that will weaken your speed Read more: New UK broadband upgrade could boost your home internet speeds That’s compared to Plusnet, the firm with the least moans per 100,000 on just four, with Sky on six and Virgin Media on 8.Ofcom also named and shamed the worst performing landline, mobile and TV providers according to the number of complaints for the quarter.
To make matters worse for EE, it was also the most complained about landline and pay-TV provider during the period, with eight and six complaints per 100,000 customers respectively.The most complained about mobile provider was Three with three complaints per 100,000.The least complained about mobile companies were Tesco Mobile, Vodafone and (in a reprieve for the firm) EE with just one, while TalkTalk clocked up the least TV complaints also with one, and impressively Utility Warehouse managed to get zero complaints per 100,000 customers for its landline service.Article continues below ADVERTISEMENT“Given the variation in size of providers, we publish complaints as a proportion of providers’ relevant subscriber base to put complaints numbers into context and to help ensure the data is more meaningful for consumers,” Ofcom said.“To achieve this, we use the number of residential subscriptions provided to Ofcom by theoperators in question.We do not collect these returns for pay-TV providers.
To calculate pay-TV complaints per 100,000 subscribers, we use customer data from the providers’ own published investor reports or, if they are not in the public domain, we request them from providers directly.”Ofcom added that it had received fewer complaints from April to June than in January to March.“Ofcom’s latest complaints data marks a real milestone, with complaints across broadband, mobile, landline, and pay-TV at some of the lowest levels ever,” said Ernest Doku, telecoms expert at Uswitch.“EE was the most complained-about provider across broadband, pay-TV and landlines - however, it's worth noting that EE's number of complaints actually decreased or remained level this quarter, following the general positive trend across the industry.”Martin Lewis explains money saving broadband tip 38 percent of complaints leveled at EE were to do with faults, service and provisioning, the same percentage as the industry average.Other frustrations from customers recorded were to do with the handling of complaints (21 percent) and issues with changing broadband providers (20 percent).“Against the backdrop of increasing annual price rises, providers need to recognise their responsibility to deliver corresponding improvements in service and value,” said Doku.“For consumers, this data is a timely reminder to compare deals regularly and switch if their provider isn’t sufficiently meeting their needs.”Virgin Media was quick to point out the stats show complaints against the firm were down more than 50 percent compared with the same quarter in 2024.Rob Orr, Virgin Media O2’s Chief Operating Officer said the new figures were “proof that our laser focus on improving customer service is paying off”.“We’re investing heavily across the business to simplify our systems and processes, upskill our agents and roll out new technology that helps them support our customers when they get in touch,” he said.
“We’ll continue to make improvements and ensure we consistently give our customers the best possible experience with us.” Read next SUBSCRIBE Invalid emailWe use your sign-up to provide content in ways you've consented to and to improve our understanding of you.This may include adverts from us and 3rd parties based on our understanding.You can unsubscribe at any time.
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