Key takeaways
Ofcom publishes quarterly data on the number of complaints received about each major broadband, landline, mobile and pay-TV provider, measured per 100,000 subscribers.
In Q4 2025 (October to December 2025), TalkTalk and Vodafone were the most complained-about fixed broadband providers. Plusnet and Virgin Media were the least complained-about.
For landline services, BT, EE, NOW Broadband, Plusnet and TalkTalk generated the most complaints. Utility Warehouse was the least complained-about landline provider.
For pay-monthly mobile, O2 generated the most complaints in Q4 2025, driven primarily by contract-related issues. EE, Tesco Mobile and Three were the least complained-about.
Complaint volumes increased overall in Q4 2025 compared to Q3 2025, partly driven by mid-contract price rise announcements from mobile providers.
Reviewed: June 2026Key facts
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How Ofcom measures broadband complaints
Ofcom compiles complaint data from contacts it receives from residential customers about their telecoms services. To make comparisons fair across providers of different sizes, complaints are expressed as a rate per 100,000 subscribers. A provider with 5 million customers generating 200 complaints has a lower rate than a provider with 500,000 customers generating 100 complaints, even though the absolute number is higher.
The data covers complaints about fixed broadband, landline, pay-monthly mobile and pay-TV services. Complaints about service quality, billing, complaints handling and switching are all included. Ofcom publishes the data on a quarterly basis -- typically about three months after the quarter ends.
Fixed broadband -- most and least complained about providers Q4 2025
| Provider | Q4 2025 status | Notes |
|---|---|---|
| TalkTalk | Most complained (joint) | Remained static vs Q3 2025 |
| Vodafone | Most complained (joint) | Increased vs Q3 2025 |
| BT | Above average | Static vs Q3 2025 |
| EE | Average | Static |
| Sky | Average | Static |
| NOW Broadband | Above average | Increased vs Q3 2025 |
| Plusnet | Least complained | Static |
| Virgin Media | Least complained | Static |
Landline -- most complained about providers Q4 2025
BT, EE, NOW Broadband, Plusnet and TalkTalk were the most complained-about landline providers in Q4 2025. Utility Warehouse was the least complained-about landline provider. The most common reasons for landline complaints were billing issues and problems with the service quality.
Pay-monthly mobile -- most complained about providers Q4 2025
O2 generated the most pay-monthly mobile complaints in Q4 2025. Ofcom attributed this primarily to contract-related complaints following mid-contract price rise announcements. EE, Tesco Mobile and Three were the least complained-about mobile providers.
Overall pay-monthly mobile complaints increased in Q4 2025 compared to Q3 2025, which Ofcom linked to price rise announcements by some providers. This followed the implementation of Ofcom's new mid-contract price rise rules in January 2024, under which providers that raise prices above the specified rate must allow customers to exit without an exit fee.
Why complaint rates matter when choosing a provider
Complaint rates are a useful signal of the overall customer experience a provider delivers. A consistently high complaint rate suggests systemic issues with customer service, billing, or service quality. A consistently low complaint rate suggests the provider handles problems effectively.
Complaint rates are one input among several when choosing a broadband or mobile provider. Price, coverage, contract terms and independent speed data (from Ofcom's own checker and similar tools) are also relevant. A provider with a higher complaint rate but significantly better price or speed may still represent the best choice depending on your circumstances.
How to use Ofcom complaint data
Ofcom publishes the quarterly complaints report at ofcom.org.uk/phones-and-broadband/service-quality/telecoms-and-pay-tv-complaints. The report includes interactive charts allowing you to compare providers over time and drill into the reasons for complaints. The data is updated quarterly -- check the publication date to ensure you are looking at current figures.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA and does not provide financial advice. Telecoms information is sourced from Ofcom, the UK communications regulator. Always verify current information at ofcom.org.uk.
Frequently asked questions
Which broadband provider has the most complaints in the UK?
Ofcom's Q4 2025 data (October to December 2025) shows TalkTalk and Vodafone as the most complained-about fixed broadband providers, measured per 100,000 subscribers. Complaint rankings change quarterly -- check Ofcom's latest publication at ofcom.org.uk for current data.
Which broadband provider has the fewest complaints?
Ofcom's Q4 2025 data shows Plusnet and Virgin Media as the least complained-about fixed broadband providers. Rankings change quarterly as providers' complaint handling performance changes.
Where does Ofcom publish complaint data?
Ofcom publishes quarterly complaint reports at ofcom.org.uk/phones-and-broadband/service-quality/telecoms-and-pay-tv-complaints. The reports include interactive charts comparing providers across broadband, landline, mobile and pay-TV. Data is typically published about three months after the quarter it covers.
What are the most common reasons people complain about broadband?
Based on Ofcom complaint data, the most common reasons are: billing disputes (incorrect charges), service quality issues (slow speeds, frequent outages), complaints handling failures (not resolving issues promptly), and problems with switching (delays or switching without consent). Fault repair delays are also a significant driver, particularly for customers experiencing total loss of service.
How does Ofcom compare providers of different sizes?
Ofcom measures complaints per 100,000 subscribers, not as an absolute number. This allows fair comparison between providers with very different customer base sizes. A large provider with many absolute complaints may have a lower rate than a smaller provider with fewer absolute complaints.
Does a high complaint rate mean I should avoid that provider?
Not necessarily on its own. Complaint rates are one input among several. A provider with a higher complaint rate but significantly better price, speed or coverage may still be the best choice for your circumstances. Use complaint data alongside price comparison, Ofcom speed data and independent reviews when making a decision.
What happens if a provider consistently receives high complaint volumes?
Ofcom monitors complaint data and can launch regulatory investigations if a provider's complaint volume suggests systemic compliance issues. Ofcom can issue fines and require providers to take remedial action. High complaint data has contributed to enforcement actions against providers in the past.
Are mobile complaint rates included in the Ofcom report?
Yes. Ofcom's quarterly report covers fixed broadband, landline, pay-monthly mobile and pay-TV complaints. Each service category is reported separately, allowing you to compare mobile providers as well as broadband and landline providers.
