Who draws the most complaints?

If you are choosing home broadband or considering a mobile switch, the UK communications regulator has published a useful new comparison. Ofcom released its complaints ranking on 26 October, covering the second quarter of 2026 — 1 April to 30 June.

Which broadband providers attracted the most complaints?

BT, EE, TalkTalk and Vodafone were in the group attracting the most fixed broadband complaints. BT's rate was unchanged from the previous quarter, EE's increased, while TalkTalk and Vodafone recorded falls.

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Plusnet, Sky and Virgin Media attracted the fewest broadband complaints. Faults, service quality and getting services connected were the biggest complaint drivers.

What about mobile services?

O2 and Sky Mobile attracted the most complaints about pay-monthly mobile services. O2 customers mainly raised faults, service quality and provisioning; Sky Mobile customers most often complained about their experience of switching provider.

EE, Giffgaff, Tesco Mobile, Three, Vodafone and iD Mobile attracted the fewest pay-monthly mobile complaints.

Landlines and pay TV

Plusnet attracted the most landline complaints and its rate rose from the previous quarter. Complaint handling was the main driver. Sky, Utility Warehouse, Virgin Media and Vodafone attracted the fewest landline complaints.

For pay TV, EE and Virgin Media attracted the most complaints and TalkTalk the fewest. Complaint handling was the leading issue across the pay-TV category.

How should you read the ranking?

This is not a count of every unhappy customer or a final quality score. Ofcom counts complaints made to the regulator itself and compares major providers with at least 1.5% market share. Rates are calculated per 100,000 customers so that company size does not distort the comparison.

Ofcom considers providers comparable when the measurable difference is fewer than one complaint per 100,000 customers. It is therefore safer to use the best- and worst-performing groups rather than declare a single winner where rates are very close.

What should you do when a service fails?

First: make a formal complaint to your provider and keep the reference number, date, bills and screenshots. Ofcom does not resolve individual disputes.

Next: if the issue is unresolved after six weeks, or the provider sends a deadlock letter sooner, take the case to an independent dispute-resolution scheme. It is free for consumers and small businesses with no more than 10 employees.

Providers belong to one of two schemes. O2, Sky, TalkTalk, Three, Virgin Media and Vodafone use CISAS. BT, EE, Giffgaff, iD Mobile, Plusnet, Tesco Mobile and Utility Warehouse use the Communications Ombudsman. Ofcom's page lets you check the correct scheme for your provider.

You have 12 months from the date of a deadlock letter to submit the case. State the remedy you want — a corrected bill, a specific refund, restored service or compensation — and attach a clear timeline of your contact with the provider.

Should you switch immediately?

One quarterly ranking is a reason to review your deal, not an instruction to cancel immediately. Compare the price after any introductory discount, speed at your address, signal where you live and work, contract length and early-exit charges. But if problems keep returning and the provider will not resolve your complaint, you now have a clear free route after six weeks.