TalkTalk has once again emerged as a leading source of customer complaints, attracting the most from broadband consumers in the latest Ofcom figures.
The regulator's quarterly report also highlighted O2, Three, and iD Mobile as the most complained-about mobile providers.
Conversely, Plusnet generated the fewest complaints among broadband providers, while EE, Sky Mobile, Tesco Mobile, and Vodafone were lauded as the least problematic mobile networks.
Ofcom noted that O2’s broadband customers primarily raised concerns about how their grievances were handled, whereas Three customers most frequently cited issues with billing, pricing, and charges.
In the landline sector, both EE and TalkTalk drew the most grievances, with Utility Warehouse receiving the fewest.
For pay-TV, Virgin Media generated the highest number of complaints, contrasting sharply with Sky and TalkTalk, whose customers reported the greatest satisfaction with their service.
Ofcom regularly publishes these reports to provide transparency on consumer experiences across the UK’s main communication providers.
The figures cover complaints received by Ofcom from January to March.
They remained similar to the previous quarter, but complaints about fixed broadband and pay-TV increased, the regulator said.
Ofcom said it compiled and published the figures to help consumers see how their providers performed in relation to others, and to help them choose a new provider if they were thinking of switching.
An Ofcom spokeswoman said: “It’s positive to see stable complaints numbers overall, which have come down over time.
“But this doesn’t mean telecoms companies can sit back when it comes to customer service. Some providers have seen complaints about them increase, so we want to see further improvements.”
A TalkTalk spokesman said: “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.”
A Virgin Media O2 spokesman said: “Six 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.
“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’ experience with us. We’ll continue to make progress and get this right for good.”
Max Beckett, telecoms spokesman at Uswitch, said: “Outages remain one of the key drivers for broadband complaints, and with so much of our lives now relying on a stable connection for work, education, and leisure, providers must get this right and keep customers updated every step of the way during any disruption.
“As major providers like BT, EE and Plusnet have just announced even higher mid-contract price increases for new customers, the pressure is on for providers to deliver good value and satisfaction to their customers. If providers fall short, customers should vote with their feet and find a better fit.”
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