Report: Complaints about broadband, landline, mobile and pay-TV services

Phones and broadband Service quality Research, statistics and data
Published: 25 January 2024
Last updated: 11 May 2026

As the UK’s communications regulator, Ofcom receives complaints from customers about their landline, fixed broadband, pay-monthly mobile and pay-TV services.

To better understand the reasons for dissatisfaction among residential customers in our sectors, we compile that data and determine the number of complaints received by provider and by service. To compare the performance of providers, on a quarterly basis we publish the number of complaints that we received about them relative to the size of their customer bases (i.e. per 100,000 customers).

Overall trends

In the quarter from October to December (Q4 2025), complaints to Ofcom increased compared to the previous quarter (Q3 2025: July to September 2025), for the first time since Q3 2023.

Complaints about fixed broadband and landline decreased, and complaints about pay TV stayed the same. However, complaints about pay-monthly mobile increased in this quarter, which followed the announcement of mid-contract price rises by some mobile providers. 

  • The most complained about fixed broadband providers were TalkTalk and Vodafone. TalkTalk remained static, and Vodafone saw an increase in their complaints per 100,000 subscribers compared to the previous quarter.
  • The least complained about fixed broadband providers were Plusnet and Virgin Media.
  • BT, EE, NOW Broadband, Plusnet and TalkTalk were the most complained about landline providers. BT remained static, EE remained static, NOW Broadband saw an increase, Plusnet remained static, and TalkTalk saw a decrease in their complaints per 100,000 subscribers compared to the previous quarter.
  • Utility Warehouse was the least complained about landline provider.
  • O2 generated the most pay-monthly mobile complaints. Customer complaints were primarily driven by contracts.
  • EE, Tesco Mobile and Three were the least complained about pay-monthly mobile providers.
  • EE generated the most pay-TV complaints.
  • The least complained about pay-TV providers were Sky, TalkTalk and Virgin Media.

See below for information about the comparability of certain providers’ number of complaints. Our background and methodology document goes into more detail.

The chart below shows the relative volume of complaints we have received for broadband, landline, pay-monthly mobile and pay-TV services. You can use the slider to filter by year.

Relative volume of complaints per 100,000 customers

Taking a year-on-year comparison, the relative volume of complaints about fixed broadband and landline decreased, complaints about pay-monthly mobile increased, and complaints about pay-TV stayed the same.

For the best experience, expand to full screen (click on the button in the bottom right corner).

League tables & key complaints

Fixed broadband

Landline

Pay-monthly mobile

Pay-TV

Comparability of complaints per 100,000 customers

Where the actual measurable difference between providers’ number of complaints per 100,000 customers is less than 1, we consider their results to be comparable. Within the following sectors, we consider the listed providers to be comparable:

Fixed Broadband:

  1. Virgin Media and Plusnet;
  2. Sky, Industry Average and BT;
  3. Industry Average, BT and EE;
  4. TalkTalk and Vodafone.

Landline:

  1. Virgin Media, Sky and Vodafone;
  2. Vodafone and Industry Average;
  3. BT, Plusnet, TalkTalk, EE and NOW Broadband.

Pay-Monthly Mobile:

  1. Three, EE and Tesco Mobile;
  2. Tesco Mobile and Vodafone;
  3. Vodafone, Industry Average and iD Mobile.

Pay-TV:

  1. TalkTalk, Sky and Virgin Media;
  2. Sky, Virgin Media and Industry Average.

Overall complaints by sector

The chart below shows complaints for all providers in each of the four sectors.

For the best experience, expand to full screen (click on the button in the bottom right corner).

Comparing different providers

To compare two or more providers’ performance, select the service and then the providers you want to compare from the lists on the right.

For the best experience, expand to full screen (click on the button in the bottom right corner).

Complaints by provider

To compare two or more providers’ performance, select the service and then the providers you want to compare from the lists on the right.

For the best experience, expand to full screen (click on the button in the bottom right corner).

More information

The underlying data is available in CSV format. We also include overall trend data for pay-as-you-go mobile complaints.

You can also read the report’s background and methodology.

Older reports

Older reports are available via the National Archives.

Related content

Choosing the best mobile, broadband and landline provider

See how the UK's main mobile, broadband and home phone providers have performed on the quality of customer service.

How to get more from your broadband

You could get faster, cheaper broadband than your current deal. This guide will help you find out if you’re getting the best package for your needs.

Are you in or out of contract?

Millions of people are out of contract and could be getting a better deal on their phone, broadband and pay-TV. Are you one of them?

Rate this page

Was this page helpful?