UK Broadband and Mobile Complaints Rise in Q4 2025 as Vodafone, TalkTalk and O2 Face Customer Pressure
Complaints to Ofcom increased during Q4 2025 for the first time since Q3 2023, highlighting growing pressure on broadband and mobile operators across the UK telecom market. The latest quarterly complaints report revealed rising dissatisfaction among mobile customers, while fixed broadband and landline complaint levels declined.
Ofcom complaints report Q4 2025
The increase in complaints during the October to December 2025 quarter was mainly driven by pay-monthly mobile services following mid-contract price increases introduced by several telecom providers. Customer frustration around contract-related issues became a major contributor to the spike in mobile complaints.
Fixed broadband
In the fixed broadband segment, TalkTalk and Vodafone were the most complained about providers. TalkTalk maintained the same level of complaints compared to the previous quarter, while Vodafone recorded a noticeable rise in complaints per 100,000 subscribers.
By contrast, Plusnet and Virgin Media generated the fewest broadband complaints, indicating stronger customer satisfaction and network stability during the quarter.
Ofcom’s latest broadband complaints data for Q4 2025 shows that Vodafone and TalkTalk generated the highest number of customer complaints among major UK broadband providers. Vodafone recorded 11 complaints per 100,000 subscribers, while TalkTalk reported 10 complaints per 100,000 users, both significantly above the industry average of 7.
Virgin Media and Plusnet emerged as the best-performing broadband providers with the fewest complaints, each recording only 5 complaints per 100,000 subscribers. Sky followed with 7 complaints, matching the industry average, while BT and EE each recorded 8 complaints.
Landline services
The landline services market also showed mixed performance. BT, EE, NOW Broadband, Plusnet and TalkTalk were the most complained about landline providers. Complaint levels for BT, EE and Plusnet remained unchanged from the previous quarter, while NOW Broadband experienced higher complaint volumes. TalkTalk saw an improvement with reduced complaint levels.
Utility Warehouse emerged as the least complained about landline provider, reflecting comparatively stronger customer service performance.
Ofcom’s latest landline complaints report for Q4 2025 shows that Utility Warehouse delivered the strongest customer experience among major UK providers, generating only 1 complaint per 100,000 subscribers. Virgin Media and Sky also performed well, each recording just 2 complaints per 100,000 customers, below the industry average of 3.
Vodafone reported 3 complaints per 100,000 subscribers, matching the industry benchmark. Meanwhile, BT, Plusnet and TalkTalk each recorded 5 complaints per 100,000 users, indicating higher levels of customer dissatisfaction.
EE and NOW Broadband generated the highest landline complaint volumes, with both providers reporting 6 complaints per 100,000 subscribers. The findings highlight continuing customer concerns around landline service quality, support responsiveness and contract management across parts of the UK telecom market.
Mobile market
In the pay-monthly mobile market, O2 generated the highest number of customer complaints. Ofcom said most complaints against O2 were linked to contract-related concerns, including pricing and billing issues.
Meanwhile, EE, Tesco Mobile and Three recorded the lowest complaint levels among pay-monthly mobile providers, strengthening their reputation for customer satisfaction in an increasingly competitive market.
Pay-TV
In the pay-TV category, EE generated the highest complaint volumes during Q4 2025. However, Sky, TalkTalk and Virgin Media were identified as the least complained about pay-TV providers.
Ofcom’s latest pay-TV complaints report for Q4 2025 shows that EE recorded the highest level of customer complaints among major UK pay-TV providers, with 5 complaints per 100,000 subscribers. This placed EE well above the industry average of 3 complaints per 100,000 users.
TalkTalk delivered the strongest customer satisfaction performance in the pay-TV segment, generating only 2 complaints per 100,000 subscribers. Sky and Virgin Media also performed well, each recording 3 complaints per 100,000 customers, matching the industry average.
The findings suggest that customer experience, technical support quality and service reliability remain important competitive factors in the UK pay-TV market as providers continue to compete for subscriber retention and bundled entertainment services.
Ofcom’s latest mobile complaints report for Q4 2025 shows that O2 generated the highest level of customer complaints among major UK mobile operators, recording 7 complaints per 100,000 subscribers. Sky Mobile also faced elevated complaint levels with 5 complaints per 100,000 users, both above the industry average of 3.
iD Mobile matched the industry benchmark with 3 complaints per 100,000 subscribers, while Vodafone performed better than the market average with 2 complaints per 100,000 users.
Three, EE and Tesco Mobile delivered the strongest customer satisfaction performance in the UK mobile sector, each recording only 1 complaint per 100,000 subscribers, making them the least complained about mobile providers during the quarter.
BABURAJAN KIZHAKEDATH
