{"id":41629,"date":"2025-08-07T10:25:50","date_gmt":"2025-08-07T09:25:50","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=41629"},"modified":"2025-08-07T11:50:05","modified_gmt":"2025-08-07T10:50:05","slug":"ofcom-shame-talktalk-and-o2-for-uk-broadband-and-mobile-complaints-in-q1-2025","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/08\/ofcom-shame-talktalk-and-o2-for-uk-broadband-and-mobile-complaints-in-q1-2025.html","title":{"rendered":"Ofcom Shame TalkTalk and O2 for UK Broadband and Mobile Complaints in Q1 2025"},"content":{"rendered":"

Ofcom<\/a> have today published their latest quarterly (Q1 2025) study of UK consumer telecoms complaints, which names TalkTalk<\/a> as attracting the most negative feedback from customers for fixed broadband, while O2<\/a> took the most heat for Mobile and Virgin Media<\/a> were put on the naughty step for Pay TV services.<\/p>\n

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

NOTE:<\/strong> Ofcom received 57,374 complaints via calls, web forms, emails, social media and letters directly from consumers in 2022\/23, which is down from 76,135 in 2021\/22 and 96,051 in 2020\/21.<\/div>\n

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%).<\/p>\n

Take note that Ofcom’s most recent May 2025 study of telecoms provider quality (here<\/a>) 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%).<\/p>\n

Fixed Line Home Broadband Complaints<\/strong><\/span><\/h3>\n

Debt troubled ISP TalkTalk<\/a> attracted the most broadband complaints in Q1 2025, with 41% of them being driven by service faults and provisioning issues. On the flip side, Plusnet<\/a> attracted the fewest complaints of all the listed providers, which makes a change from Sky Broadband<\/a> almost consistently inhabiting the same spot.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n10<\/td>\n10<\/td>\n10<\/td>\n11<\/td>\n<\/tr>\n
EE<\/a><\/td>\n14<\/td>\n13<\/td>\n12<\/td>\n11<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n18<\/td>\n12<\/td>\n13<\/td>\n9<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n6<\/td>\n8<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n5<\/td>\n5<\/td>\n6<\/td>\n7<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n10<\/td>\n14<\/td>\n13<\/td>\n13<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n15<\/td>\n12<\/td>\n11<\/td>\n12<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n12<\/td>\n11<\/td>\n11<\/td>\n11<\/td>\n<\/tr>\n
Industry Average<\/td>\n10<\/td>\n10<\/td>\n9<\/td>\n10<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Fixed Line Phone Complaints<\/strong><\/span><\/h3>\n

Both EE<\/a> and TalkTalk jointly attracted the most complaints for fixed line (landline) phone services, which were mainly driven by issues with service faults and provisioning. By comparison, Utility Warehouse continued to attract the fewest complaints for the fifth consecutive quarter, followed closely by Sky.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n7<\/td>\n6<\/td>\n7<\/td>\n7<\/td>\n<\/tr>\n
EE<\/a><\/td>\n15<\/td>\n8<\/td>\n8<\/td>\n8<\/td>\n<\/tr>\n
NOW Broadband (NOW TV<\/a>)<\/td>\n10<\/td>\n7<\/td>\n9<\/td>\n4<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n5<\/td>\n6<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n
Sky Talk<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n5<\/td>\n8<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n
Utility Warehouse<\/td>\n0<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n8<\/td>\n7<\/td>\n6<\/td>\n5<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Industry Average<\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n5<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Mobile Complaints<\/strong><\/span><\/h3>\n

Mobile operators enjoy lower complaint levels than fixed line providers, but somebody has to attract the most complaints and once again that turned out to be O2<\/a>, where 28% of the quarterly problems were primarily driven by issues with complaints handling. By comparison, both Vodafone<\/a> and Tesco Mobile<\/a> attracted the fewest gripes.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\n<\/tr>\n
EE<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
O2<\/a><\/td>\n7<\/td>\n5<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n2<\/td>\n1<\/td>\n1<\/td>\n2<\/td>\n<\/tr>\n
Tesco Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
Three UK<\/a><\/td>\n3<\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Vodafone<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n1<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n3<\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Industry Average<\/td>\n3<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Pay TV Complaints<\/strong><\/span><\/h3>\n

Finally, Virgin Media attracted the most complaints for Pay TV services (closely followed by EE), while Sky TV received the fewest complaints.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ2 2024<\/strong><\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\n<\/tr>\n
EE (prev. BT<\/a>)<\/td>\n9<\/td>\n8<\/td>\n6<\/td>\n7<\/td>\n<\/tr>\n
Sky TV<\/td>\n1<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n<\/tr>\n
Virgin Media<\/td>\n9<\/td>\n9<\/td>\n7<\/td>\n8<\/td>\n<\/tr>\n
Industry Average<\/td>\n4<\/td>\n4<\/td>\n3<\/td>\n4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Interestingly, Virgin Media sent in a comment to highlight how much they’ve improved since last year, although this reflects a comparison between Q1 2024 and Q1 2025, which overlooks that their broadband and TV complaints got worse over the last quarter. But O2 has at least continued to improve in mobile.<\/p>\n

A Virgin Media O2 spokesperson said:<\/strong><\/p>\n

\u201cSix 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.<\/p>\n

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\u2019 experience with us. We\u2019ll continue to make progress and get this right for good.\u201d<\/p><\/blockquote>\n

Ofcom’s Consumer Complaints Report Q1 2025<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n

UPDATE 11:49am<\/strong><\/p>\n

We’ve added a comment from TalkTalk below.<\/p>\n

A TalkTalk spokesperson said:<\/strong><\/p>\n

“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.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom have today published their latest quarterly (Q1 2025) study of UK consumer telecoms complaints, which names TalkTalk as attracting the most negative feedback from customers for fixed broadband, while O2 took the most heat for Mobile and Virgin Media were put on the naughty step for Pay TV services.<\/p>\n","protected":false},"author":1,"featured_media":26859,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,405,76,32,36,84,113,66,34,74,63,475,96],"class_list":["post-41629","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-ee","tag-kc","tag-o2","tag-ofcom-regulation","tag-plusnet","tag-postoffice","tag-sky-broadband","tag-statistics","tag-talktalk","tag-three-uk","tag-virgin-media","tag-vodafone"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/114986769219520078","error":""},"yoast_head":"\nOfcom Shame TalkTalk and O2 for UK Broadband and Mobile Complaints in Q1 2025 - 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