Vodafone Attract Most Ofcom UK Complaints for Broadband and O2 for Mobile – Q4 2025

Ofcom has today published their latest quarterly (Q4 2025) study of UK consumer telecoms and TV complaints, which finds that Vodafone attracted the most complaints from customers for fixed broadband services, while O2 came top of the naughty table 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

Vodafone attracted the most broadband complaints this quarter, with 52% of them being driven by faults, service and provisioning issues. On the flip side, Virgin Media and Plusnet attracted the fewest complaints of all the listed providers, while NOW Broadband seems to have dropped out in Q4 (it’s unclear if this was due to low complaints, or they simply aren’t big enough to be included any more).

Fixed Line Phone Complaints

EE and NOW Broadband (NOW TV) jointly attracted the most complaints for fixed line (landline) phone services. On EE the main driver was with switching providers (33%), while on NOW the complaints were driven by faults, service and provisioning issues (50%). By comparison, Utility Warehouse continued to attract the fewest complaints, followed by Sky and Virgin Media.

Mobile Complaints

Mobile operators continue to enjoy lower complaint levels than all the fixed line providers, but O2 did still manage to attract the most moans and 35% of those related to contracts – it’s likely their announcement of price increases during this period may have had an impact. Tesco Mobile also commented on being one of the least complained about providers.

Laura Joseph, Chief Customer Officer at Tesco Mobile, said:

“We’re incredibly proud once again to be recognised as one of Ofcom’s least complained-about mobile networks, and as the leading MVNO in the latest report. Throughout 2025, our consistent performance reflects a clear focus on putting customers at the heart of everything we do.

This recognition matters because it reflects the trust our customers place in us every day. We continue to listen carefully to feedback and use it to improve, so we can deliver simple, reliable service that families can depend on.”

Pay TV Complaints

Finally, EE attracted the most complaints for Pay TV services and 32% of those were due to problems with changing provider. Elsewhere, TalkTalk received the fewest complaints, although they’re not as active in Pay TV these days as they once were.

Ofcom’s Consumer Complaints Report Q4 2025
https://www.ofcom.org.uk/../telecoms-and-pay-tv-complaints