EE, TalkTalk and Vodafone Attract Most UK Complaints for Broadband in Q3 2025

Market regulator Ofcom has this morning published their latest quarterly Q3 2025 study of UK consumer telecoms and TV complaints, which jointly names EE, TalkTalk and Vodafone as attracting the most moans from customers for fixed broadband services, while Sky Mobile took the most flak for Mobile services and EE did the same for Pay TV.

Take note that the regulator’s report only covers complaints that Ofcom itself has received and not those sent directly to an ISP, the ISPA or an Alternative Dispute Resolution (ADR) complaints handler (i.e. Communications Ombudsman or CISAS). Ofcom does not deal with individual complaints, but they do monitor them and can take action if enough people raise a concern.

Otherwise, the results below reflect a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers per provider), which makes it easier to compare providers in a market where ISPs can vary significantly in size. But sadly, the study only covers feedback from the largest ISPs due to limited data (i.e. those with a market share of at least 1.5%).

Just for some extra context. Ofcom’s most recent May 2025 study of telecoms provider quality (here) revealed that the proportion of UK consumers who were satisfied with their communications services stood at 73% for landline services (down from 77% two years earlier), 84% for broadband (up from 82%) and 88% for mobile services (up from 87%).

Fixed Line Home Broadband Complaints

EE, TalkTalk and Vodafone jointly attracted the most broadband complaints in Q3 2025, with between 37% and 45% of them being driven by faults, service and provisioning issues. On the flip side, Plusnet attracted the fewest complaints of all the listed providers (although NOW Broadband didn’t attract enough complaints to be included this time around). Virgin Media also continued to show a fall in complaint volumes.

Fixed Line Phone Complaints

TalkTalk also attracted the most complaints for fixed line (landline) phone services, which were once again mainly driven (38%) by faults, service and provisioning issues. By comparison, Utility Warehouse continued to attract the fewest complaints, followed Sky.

Mobile Complaints

Mobile operators still enjoy lower complaint levels than fixed line providers, but Sky Mobile did still attract the most moans, and ironically 33% of those were about their complaints handling process, while 25% had issues with changing provider.

Pay TV Complaints

Finally, EE attracted the most complaints for Pay TV services by far – mostly (33%) due to problems with complaints handling and changing provider (32%), while TalkTalk received the fewest complaints.

Ofcom’s Consumer Complaints Report Q3 2025
https://www.ofcom.org.uk/../telecoms-and-pay-tv-complaints