Latest telecoms and pay-TV complaints revealed

Phones and broadband Service quality News and updates

Published: 13 February 2025

Today we’ve published the latest figures for the complaints we’ve received about the UK’s main landline, broadband, mobile and pay-TV services.

These figures cover the third quarter of 2024, from July to September.

Main findings

During this quarter, there was a slight decrease in the number of complaints we received compared to the previous quarter (from April to June). However, the overall level of industry complaints stayed broadly the same.

TalkTalk generated the most broadband complaints about broadband, and saw complaints increase from the previous quarter.
Sky was the least complained-about broadband provider.
EE, NOW Broadband and TalkTalk were the most complained-about landline providers. While EE and NOW Broadband saw a decrease in complaints, there was an increase in complaints about TalkTalk compared to the previous quarter.
Utility Warehouse was the least complained-about landline provider.
O2 continued to be the most complained about mobile provider. Customer complaints were primarily driven by how their complaints were handled.
EE, Sky Mobile and Tesco Mobile were the least complained-about mobile providers.
EE and Virgin Media were the most complained-about pay TV providers.
Sky and TalkTalk were the least complained-about pay TV providers.

Why we compile this data

As the UK’s communications regulator we compile this complaints data so we can better understand the reasons for dissatisfaction among customers in the sectors we regulate. While we do not deal with individual complaints, compiling this data helps consumers to identify the best performing telecoms and pay-TV providers for their needs.

The charts below show the volume of complaints we have received for broadband, landline, pay-monthly mobile and pay-TV services.

Fixed broadband

1/2

Broadband complaints per 100,000 subscribers. It illustrates the providers receiving the fewest complaints at the top of the table and those receiving the most complaints are placed at the bottom of the table.

2/2

Reasons for complaining about broadband services. It shows the key complaints drivers for the industry average and the worst-performing provider.

Landline

1/2

Landline complaints per 100,000 subscribers. It illustrates the providers receiving the fewest complaints at the top of the table and those receiving the most complaints are placed at the bottom of the table.

2/2

Reasons for complaining about landline services. It shows the key complaints drivers for the industry average and the worst-performing provider.

Pay-monthly mobile

1/2

Mobile complaints per 100,000 subscribers. It illustrates the providers receiving the fewest complaints at the top of the table and those receiving the most complaints are placed at the bottom of the table.

2/2

Reasons for complaining about mobile services. It shows the key complaints drivers for the industry average and the worst-performing provider.

Pay-TV

1/2

Pay-tv complaints per 100,000 subscribers. It illustrates the providers receiving the fewest complaints at the top of the table and those receiving the most complaints are placed at the bottom of the table.

2/2

Reasons for complaining about pay-TV services. It shows the key complaints drivers for the industry average and the worst-performing provider.

Ofcom pioneers sharing of upper 6 GHz spectrum between mobile and Wi-Fi services