What Are Ofcom’s Broadband and Mobile Complaints Rankings?
Every quarter, Ofcom publishes a set of tables ranking UK broadband and pay-monthly mobile providers by the number of complaints they’ve received per 100,000 customers. It’s one of the few genuinely independent, data-driven ways to compare providers on service quality rather than just price.
The latest available data covers Q3 2025 (July to September), published by Ofcom in January 2026. We’ll walk through the key findings below. But first, an important bit of context: even the worst-performing provider in recent history generated complaints from a tiny fraction of its customer base. This isn’t a league table of catastrophic failure. It’s a relative comparison, and a useful one.
How Ofcom Collects This Complaints Data
These aren’t just angry tweets or one-star reviews. Before a complaint lands in Ofcom’s tables, it has to go through the provider’s own complaints process and then be escalated to an approved Alternative Dispute Resolution (ADR) scheme, either Ombudsman Services: Communications or CISAS. Only providers with roughly 1.5% or more of the UK market appear. The figures capture only the most serious, unresolved cases. The vast majority of unhappy customers never get this far.
Why Complaints Are Measured Per 100,000 Customers
A provider like BT/EE will naturally receive more total complaints than a smaller operator simply because it has millions more customers. Measuring per 100,000 levels the playing field.
One thing to keep in mind: Ofcom itself says differences of less than roughly 1 complaint per 100,000 between providers are statistically comparable. Don’t over-read tiny gaps in the middle of the table. To put the numbers in real terms, even Vodafone’s 24 complaints per 100,000 in Q2 2023 (the highest recorded in recent data, per BroadbandDeals.co.uk) equates to just 0.024% of its customer base. That’s fewer than 1 in 4,000 customers.
Fixed Broadband Complaint Rankings, Latest Data
Fixed broadband consistently generates the highest complaint volumes of the four sectors Ofcom monitors, driven by faults, provisioning delays, and tricky migrations. Here’s where things stood in Q3 2025.
Most Complained-About Broadband Providers
EE, TalkTalk broadband, and Vodafone topped the table for fixed broadband complaints per 100,000 customers in Q3 2025, according to Ofcom’s published data.
For context, Virgin Media held that unenviable top spot in Q4 2023, prompting Ofcom to launch a formal investigation into its complaint-handling and contract termination practices. And in Q1 2024, Now Broadband (a Sky sub-brand) hit 22 complaints per 100,000 against an industry average of 11. Even well-known brands can spike.
What typically drives these complaints? Poor fault resolution, delays switching or setting up a new line, and billing disputes that drag on without resolution.
Least Complained-About Broadband Providers
Plusnet broadband deals came out on top in Q3 2025, generating the fewest fixed broadband complaints per 100,000 customers. Historically, Sky broadband deals have also performed well here. In Q2 2023, Sky recorded just 5 complaints per 100,000, well below the industry average of approximately 12.
Low complaint rates can reflect fewer service problems, but they can also signal more effective in-house resolution. Providers that sort issues before they reach an ombudsman naturally score better. That distinction matters.
Broadband Complaint Trends
The good news: Ofcom confirmed that fixed broadband complaints fell year-on-year between Q3 2024 and Q3 2025. This continues a broader pattern. Back in late 2023, broadband and landline complaints dropped between Q3 and Q4. Overall, UK providers are getting better at resolving issues before they escalate.
Mobile Complaint Rankings, Latest Data
Ofcom’s mobile tables cover pay-monthly contracts only. Pay-as-you-go customers aren’t included. Here’s Q3 2025.
Most Complained-About Mobile Networks
O2, Sky Mobile SIM deals, and Three SIM deals were the three most complained-about pay-monthly mobile networks in Q3 2025.
O2’s position isn’t new. The network was also the most complained-about mobile operator in Q4 2023, with Ofcom specifically pointing to how O2 handled customers’ complaints as a significant driver. That’s a process failing, not necessarily a network quality issue. Three’s billing and complaint-handling issues are common factors in this sector, while Sky Mobile’s appearance here is somewhat surprising given stronger showings in earlier quarters. Rankings can shift quickly.
Least Complained-About Mobile Networks
EE, Tesco Mobile SIM-only deals, Vodafone, and iD Mobile SIM-only deals generated the fewest pay-monthly mobile complaints in Q3 2025.
Tesco Mobile’s low-complaint status has been consistent. It was among the best performers in Q4 2023 too. Here’s the curious thing: EE’s low mobile complaint rate contrasts sharply with its higher broadband complaint rate in the same quarter. Same company group, very different performance across two products.
It’s also worth remembering that MVNOs like Tesco Mobile, iD Mobile, and Sky Mobile run on the major networks’ infrastructure but handle complaints through their own customer service teams, which can produce quite different outcomes.
Mobile Complaint Trends
Mobile complaint volumes held broadly flat between Q2 and Q3 2025, and fell year-on-year. That’s encouraging. Mobile rates tend to be lower than broadband in absolute terms, partly because switching mobile provider is quicker and simpler (so fewer customers feel stuck).
What Drives Complaints, And What the Data Really Means
Broadband complaints are most commonly driven by service faults left unresolved for too long, delays provisioning new lines or completing switches, and billing errors. Mobile is a different story: the dominant issue is complaint handling itself. A high complaint rate doesn’t necessarily mean a provider’s product is worse. It can simply mean their customer service is letting them down.
Ofcom’s Rules on Complaint Handling
Ofcom requires all major providers to follow a defined complaint-handling code. They must acknowledge complaints promptly, offer a resolution within eight weeks, and direct customers to an ADR scheme if the issue remains unresolved. The Virgin Media investigation in Q4 2023 shows this framework has teeth. Persistent high rankers face real regulatory scrutiny.
How to Use This Data When Choosing a Provider
Complaint rankings are one useful factor, not the only one. Broadband speed at your address, price, contract length, and customer satisfaction scores from sources like Which? or Trustpilot all matter too. Remember that gaps of 1 to 2 complaints per 100,000 between mid-table providers are statistically comparable per Ofcom’s own guidance. Focus on the outliers (they’re where the real signal is).
A smart approach? Check what broadband deals are available at your postcode and cross-reference with the complaint data to find a provider that’s both competitively priced and well-regarded.
“Ofcom’s complaints data gives consumers something genuinely useful: an independent, regulator-verified snapshot of how providers perform beyond the marketing promises. At Switchity, we always encourage people to look beyond headline prices when comparing broadband and mobile deals. A provider’s track record on handling complaints is one of the clearest signals of how they’ll treat you if something goes wrong. The good news is that overall complaint volumes across the UK are falling, which suggests the industry is improving. But if your provider is a persistent outlier, that’s worth knowing before you sign another two-year contract.”
How to Raise a Complaint About Your Broadband or Mobile Provider
If you’re dealing with an unresolved issue, here’s the process:
- Contact your provider’s customer service and formally log a complaint. Ask for a reference number.
- If it’s not resolved within eight weeks, escalate to your provider’s approved ADR scheme (either Ombudsman Services: Communications or CISAS). Check which one applies on the Ofcom website.
- If the issue relates to a regulatory breach, contact Ofcom directly. But note that Ofcom doesn’t investigate individual complaints. It uses aggregate data to take action on systemic problems.
If your provider’s complaint record is poor and you can’t get the issue sorted, it may be time to consider switching. Check whether you’re within a switching window or eligible to leave your contract. Our guides on broadband exit fees and your rights, your rights when switching broadband, and how to switch broadband provider cover the details.
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