{"id":42730,"date":"2025-10-30T10:09:54","date_gmt":"2025-10-30T10:09:54","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=42730"},"modified":"2025-10-30T11:04:24","modified_gmt":"2025-10-30T11:04:24","slug":"ee-and-three-uk-attract-most-complaints-for-broadband-and-mobile-in-q2-2025","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/10\/ee-and-three-uk-attract-most-complaints-for-broadband-and-mobile-in-q2-2025.html","title":{"rendered":"EE and Three UK Attract Most Complaints for Broadband and Mobile in Q2 2025"},"content":{"rendered":"

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

Just for some extra context. 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

EE<\/a> 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<\/a> attracted the fewest complaints of all the listed providers. But it’s worth noting that Virgin Media<\/a> has also continued to improve.<\/p>\n

Rob Orr, VMO2’s Chief Operating Officer, said:<\/strong><\/p>\n

\u201cToday\u2019s 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 \u2013 including for \u2018Best Complaint Handling\u2019 and \u2018Best Change and Transformation\u2019 \u2013 highlighting the progress we\u2019re making.<\/p>\n

We\u2019re 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\u2019ll continue to make improvements and ensure we consistently give our customers the best possible experience with us.\u201d<\/p><\/blockquote>\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\nQ2 2025<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n10<\/td>\n10<\/td>\n11<\/td>\n9<\/td>\n<\/tr>\n
EE<\/a><\/td>\n13<\/td>\n12<\/td>\n11<\/td>\n10<\/td>\n<\/tr>\n
NOW TV<\/a> \/ Broadband<\/td>\n12<\/td>\n13<\/td>\n9<\/td>\n9<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n8<\/td>\n5<\/td>\n5<\/td>\n4<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n5<\/td>\n6<\/td>\n7<\/td>\n6<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n14<\/td>\n13<\/td>\n13<\/td>\n9<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n12<\/td>\n11<\/td>\n12<\/td>\n8<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n11<\/td>\n11<\/td>\n11<\/td>\n9<\/td>\n<\/tr>\n
Industry Average<\/td>\n10<\/td>\n9<\/td>\n10<\/td>\n8<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

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.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\nQ2 2025<\/strong><\/td>\n<\/tr>\n
BT<\/a><\/td>\n6<\/td>\n7<\/td>\n7<\/td>\n4<\/td>\n<\/tr>\n
EE<\/td>\n8<\/td>\n8<\/td>\n8<\/td>\n8<\/td>\n<\/tr>\n
NOW TV<\/a> \/ Broadband<\/td>\n7<\/td>\n9<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n6<\/td>\n4<\/td>\n3<\/td>\n3<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n8<\/td>\n7<\/td>\n8<\/td>\n6<\/td>\n<\/tr>\n
Utility Warehouse<\/td>\n1<\/td>\n1<\/td>\n1<\/td>\n0<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n7<\/td>\n6<\/td>\n5<\/td>\n4<\/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>\n4<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Mobile operators still enjoy lower complaint levels than fixed line providers, but Three UK<\/a> did still attract the most problems, while EE, Tesco Mobile<\/a> and Vodafone<\/a> all tied for the fewest complaints on a score of 1.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\nQ2 2025<\/strong><\/td>\n<\/tr>\n
EE<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n1<\/td>\n<\/tr>\n
O2<\/a><\/td>\n5<\/td>\n4<\/td>\n3<\/td>\n2<\/td>\n<\/tr>\n
Sky Mobile<\/a><\/td>\n1<\/td>\n1<\/td>\n2<\/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>\n2<\/td>\n3<\/td>\n<\/tr>\n
Vodafone<\/td>\n2<\/td>\n2<\/td>\n1<\/td>\n1<\/td>\n<\/tr>\n
iD Mobile<\/a><\/td>\n2<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
Industry Average<\/td>\n3<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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

Finally, EE also attracted the most complaints for Pay TV services, while TalkTalk<\/a> received the fewest complaints.<\/p>\n\n\n\n\n\n\n\n\n
 <\/td>\nQ3 2024<\/strong><\/td>\nQ4 2024<\/strong><\/td>\nQ1 2025<\/strong><\/td>\nQ2 2025<\/strong><\/td>\n<\/tr>\n
EE (prev. BT<\/a>)<\/td>\n8<\/td>\n6<\/td>\n7<\/td>\n6<\/td>\n<\/tr>\n
Sky TV<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n2<\/td>\n<\/tr>\n
TalkTalk<\/td>\n2<\/td>\n2<\/td>\n3<\/td>\n1<\/td>\n<\/tr>\n
Virgin Media<\/td>\n9<\/td>\n7<\/td>\n8<\/td>\n5<\/td>\n<\/tr>\n
Industry Average<\/td>\n4<\/td>\n3<\/td>\n4<\/td>\n3<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ofcom’s Consumer Complaints Report Q2 2025<\/strong><\/span>
\nhttps:\/\/www.ofcom.org.uk\/..\/telecoms-and-pay-tv-complaints<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

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.<\/p>\n","protected":false},"author":1,"featured_media":27793,"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-42730","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\/115462576355725611","error":""},"yoast_head":"\nEE and Three UK Attract Most Complaints for Broadband and Mobile in Q2 2025 - 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