Ofcom has recently published the most recent data on consumer complaints, shedding light on the performance of broadband, TV, and telecoms companies. The report indicates an overall decrease in complaints since the beginning of 2025, showing signs of improvement in the industry.
During the second quarter of 2025 (April to June), complaints to Ofcom reduced compared to the previous quarter (January to March 2025). However, there are clear winners and losers, with EE, a BT-owned platform, ranking at the bottom for broadband complaints.
According to Ofcom, EE received the highest number of complaints regarding fixed broadband services. On the other end of the spectrum, Plusnet, another BT-owned provider, had the fewest complaints, making it the top performer.
Here is the breakdown of broadband complaints per 100,000 customers:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 8 complaints
– BT: 9 complaints
– TalkTalk: 9 complaints
– NOW: 9 complaints
– Vodafone: 9 complaints
– EE: 10 complaints
Beyond broadband, Ofcom also scrutinizes complaints in landline, mobile, and pay-TV services. Utility Warehouse excelled in landline services with zero complaints per 100,000 customers, while EE lagged behind with 8 complaints. For TV services, TalkTalk and Sky received minimal complaints, whereas EE faced more dissatisfaction.
In mobile services, EE, Vodafone, and Tesco Mobile tied for the lowest number of complaints at just 1 per 100,000 customers. The latest Ofcom statistics have shown a positive trend in reduced complaints across various services, indicating a milestone in customer satisfaction levels.
USwitch commented on the data, noting the importance of service quality in reducing complaints. They emphasized the need for providers to enhance service and value, especially amidst annual price increases. Consumers are advised to regularly compare deals and switch providers if their needs are not met adequately.