Ofcom has revealed the most complained-about broadband, mobile and TV providers. Here are the full rankings…
Broadband
TalkTalk got the highest number of complaints in the media regulator’s latest figures.
The company received complaints from around 13 customers in every 100,000 about its services in the first quarter of the year.
Plusnet was the least complained-about at five per 100,000 customers.
Mobile
O2 got the most complaints at three per 100,000 customers.
Tesco Mobile had the least, at one per 100,000 customers.
The industry has an average of two complaints per 100,000 customers.
TV
Virgin Media was the most complained-about pay-TV company, getting double the industry average.
Sky had the fewest, half the number Virgin got.
What did the companies have to say?
The Money team contacted all the providers. These ones got back to us…
TalkTalk said: “We’re very disappointed with this latest report and are working hard to improve how we handle customer complaints as well as reducing the need for them in the first place.
“We continue to invest heavily in a range of projects focused on our customers, giving our frontline colleagues better tools to understand problems, and improving the way we communicate with our customers. We believe these efforts will be reflected in future reports.”
Virgin Media O2 said: “Six months after we drew a line in the sand and committed to improving our customer service, this data from the regulator shows real green shoots with overall complaints in the first quarter of 2025 down by 42% year-on-year.
“Our more recent figures paint an even stronger picture, giving us confidence that our strategy of increased investment, simplification, upskilling agents and removing persistent pain points, is making a genuine and tangible difference in improving our customers’ experience with us. We’ll continue to make progress and get this right for good.”
Jon Shaw, consumer operations director at VodafoneThree, said: “We’re really pleased to see Vodafone score so strongly in Ofcom’s latest report, achieving the brand’s best ever rating with a record low of only one complaint per 100,000 customers for mobile, and two per 100,000 for Three. The creation of VodafoneThree is an opportunity to bring together the best of Vodafone and Three. We are committed to becoming #1 for customer experience and we’re well on that journey.”
Laura Joseph, chief customer officer at Tesco Mobile, said: “We’re proud to be leading the way in Ofcom’s latest report which named Tesco Mobile as the industry’s least complained about mobile network. Our customers continue to be at the heart of everything we do, and we’re always proud to be recognised for our great service and customer satisfaction.
“We always review customer complaints to make sure that we’re constantly improving our service – that’s how we remain the nation’s first choice network for customer service.”
iD Mobile said: “We take customer feedback seriously and are continually working to improve our service. We acknowledge that earlier this year some customers experienced issues that fell short of our usual standards. While we’re disappointed to be ranked as the third most complained-about provider in this Ofcom report, it’s important to note that many of these complaints were linked to a nationwide outage from our network provider, Three, in January, which was outside our direct control.
“That said, we’ve made meaningful year-on-year improvements in both complaint volumes and resolution times. This positive trend has continued since the reporting period (Jan-Mar), with a 30% drop in complaints in the following quarter. We remain committed to investing in our technology and teams to enhance the customer experience, and we’re confident these improvements will be reflected in future reports.”
EE said: “EE remains focused on consistently providing excellent customer service. Each year we invest millions of pounds into new technology and training to enable our guides to offer the best possible customer experience. With more customers than ever joining EE Broadband, we’re laser-focused on ensuring their experience is smooth, hassle-free, and complaint-free.”
Sky, which also owns Now Broadband, did not comment.
