EE and Three UK Attract Most Complaints for Broadband and Mobile in Q2 2025

Ofcom has today published their latest quarterly Q2 2025 study of UK consumer telecoms and TV complaints, which names EE as attracting the most gripes from customers for fixed broadband and Pay TV services, while Three UK took the most flak for Mobile services.

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 attracted the most broadband complaints in Q2 2025, with 38% of them being driven by faults, service and provisioning issues. On the flip side, Plusnet attracted the fewest complaints of all the listed providers. But it’s worth noting that Virgin Media has also continued to improve.

Rob Orr, VMO2’s Chief Operating Officer, said:

“Today’s Ofcom data is further proof that our laser focus on improving customer service is paying off, with complaints down by more than 50% year-on-year, and by almost a third compared with the previous quarter. This also follows our three award wins at the recent UK Customer Experience Awards – including for ‘Best Complaint Handling’ and ‘Best Change and Transformation’ – highlighting the progress we’re making.

We’re investing heavily across the business to simplify our systems and processes, upskill our agents and roll out new technology that helps them support our customers when they get in touch. We’ll continue to make improvements and ensure we consistently give our customers the best possible experience with us.”

Fixed Line Phone Complaints

EE also attracted the most complaints for fixed line (landline) phone services, which were once again mainly driven (35%) by faults, service and provisioning issues. By comparison, Utility Warehouse continued to attract the fewest complaints on a score of ZERO, followed Sky.

Mobile Complaints

Mobile operators still enjoy lower complaint levels than fixed line providers, but Three UK did still attract the most problems, while EE, Tesco Mobile and Vodafone all tied for the fewest complaints on a score of 1.

Pay TV Complaints

Finally, EE also attracted the most complaints for Pay TV services, while TalkTalk received the fewest complaints.

Ofcom’s Consumer Complaints Report Q2 2025
https://www.ofcom.org.uk/../telecoms-and-pay-tv-complaints