Ofcom’s latest quarterly report reveals that customer complaints across broadband, landline, mobile, and pay-TV services have reached record lows in the United Kingdom, with Plusnet, Utility Warehouse, and TalkTalk emerging as standout performers for service reliability and customer satisfaction.
The UK communications regulator Ofcom has released its Q2 2025 complaints data (April–June), showing continued improvements across the country’s major broadband, mobile, landline, and pay-TV providers.
Complaint volumes declined compared with the previous quarter, marking some of the lowest levels ever recorded. Fixed broadband, landline, and pay-TV complaints all fell, while pay-monthly mobile complaints remained steady.
EE was identified as the most complained-about provider across three categories — broadband, landline, and pay-TV — marking the first time since 2023 that one provider topped all three. However, Ofcom noted that EE’s complaint levels have either decreased or remained unchanged compared to Q1 2025.
In contrast, Plusnet, Utility Warehouse, and TalkTalk received the fewest complaints in their respective segments, reinforcing their reputations for dependable customer support and high service quality.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, said:
“Complaints across all services are now at the lowest or joint lowest levels we’ve ever seen. This is a significant benchmark, and we hope this positive momentum continues, for the benefit of customers now and in the future.”
Fixed Broadband Providers
Plusnet led the broadband category with just 4 complaints per 100,000 customers — well below the industry average of 8. Sky followed with 6 complaints, while EE recorded the highest at 10. Virgin Media, TalkTalk, BT, NOW Broadband, and Vodafone were around or slightly above average.
Plusnet’s minimal complaint levels underline its strong network stability and responsive customer service, while EE’s relatively higher numbers indicate ongoing challenges in service quality and fault management. Plusnet’s consistent leadership affirms its place as the top broadband provider for customer satisfaction in Q2 2025.
Landline Providers
Utility Warehouse continued its impeccable track record with zero complaints per 100,000 customers — its sixth straight quarter at the top. Sky followed with 2 complaints, while Vodafone, NOW Broadband, and Plusnet each registered 3, all below the industry average of 4. EE received the highest number of complaints at 8, with TalkTalk slightly above average at 6.
Utility Warehouse’s success reflects its transparent pricing and customer-focused service. Sky and Vodafone also maintained stability, while EE’s performance suggests scope for improving customer support and fault response times.
Pay-Monthly Mobile Providers
In the mobile category, Tesco Mobile, Vodafone, and EE were the best performers, each logging just 1 complaint per 100,000 customers, ahead of the industry average of 2. O2, iD Mobile, and Sky Mobile followed with 2 complaints, while Three recorded the highest at 3 — still relatively low.
The consistently low complaint levels across the board highlight strong customer experience improvements across mobile networks. Tesco Mobile’s user-first approach and value-driven plans remain popular, while Vodafone and EE’s complaint reductions reflect gains from network investments and enhanced digital customer support.
Pay-TV Providers
TalkTalk topped the pay-TV category with only 1 complaint per 100,000 customers, outperforming the industry average of 3. Sky followed with 2, while Virgin Media (5) and EE (6) had the most complaints.
TalkTalk’s success demonstrates its effective customer service model and simplified entertainment offerings. Sky maintained reliable satisfaction levels, whereas Virgin Media and EE continue to prioritize improvements in service reliability and issue resolution.
Industry Outlook
Ofcom’s Q2 2025 report confirms that UK telecom and pay-TV companies are steadily improving in customer satisfaction, driven by service quality, reliability, and transparent communication. Providers like Plusnet, Utility Warehouse, and TalkTalk continue to set the benchmark for customer care.
As overall complaint levels hit record lows, operators with higher complaint volumes are expected to increase investment in network performance, billing clarity, and digital support tools to improve customer experiences. Ofcom’s ongoing transparency helps consumers make informed choices while fostering a more competitive and customer-focused telecom market.
Fasna Shabeer
