What do Ofcom's complaint statistics mean for broadband customers?
Recent complaints data published by Ofcom, the UK telecoms regulator, shines a light on which broadband providers have struggled most with customer satisfaction. The latest quarterly figures show that EE, alongside BT, TalkTalk, and Vodafone, received the most complaints per 100,000 customers for broadband services from April to June 2026. This measure allows fair comparison based on provider size, not just raw complaint numbers.
At the opposite end, Plusnet, Sky, and Virgin Media saw the fewest complaints from broadband customers in the same period. For shoppers and those considering switching, these trends are a crucial factor—consistent higher complaints may indicate recurring problems with customer service, reliability, or outcomes when things go wrong.
How does EE compare to other providers in broadband and pay-TV?
EE's complaint rate for broadband increased compared to the previous quarter, putting it at the top of the league table for unhappy customers. This comes as a surprise for some, as EE typically scores well for mobile coverage and performance, but the latest Ofcom figures suggest a different story for its fixed-line services.
In the pay-TV category, EE also drew the highest complaints, closely trailed by Virgin Media. Meanwhile, TalkTalk's pay-TV offering saw significantly fewer issues raised by customers. For landline complaints, Plusnet was the outlier—receiving the most, primarily due to how it handled complaints rather than the core service itself.
It’s essential for consumers to weigh these statistics alongside other personal priorities, such as speed availability, bundled deals, or price. However, a pattern of high complaint rates could point to systemic issues that outweigh headline offers.
Is switching broadband providers worth it? What to consider if you’re with EE
If you're with EE and have experienced poor service, recurring faults, or unresolved support issues, these Ofcom complaint figures might offer some perspective—you're not alone. But before making the leap to a new provider, consider these factors:
- Alternative providers: Sky and Virgin Media reported much lower complaint rates this quarter and might be a safer bet for those who value dependable customer service.
- Switching process: Most UK households can keep their phone number and have their new provider handle the transfer. Early contract exit fees may apply, so check your terms first.
- Bundled offers: Don’t switch on price or service alone; assess bundle deals if you also need TV or landline services.
Remember that complaint rates alone don’t tell the full story—availability, network speeds, and local performance may differ. Also, all providers are required to follow Ofcom rules for fair complaints handling, so escalate issues if your current provider hasn’t resolved them to your satisfaction.
Practical takeaway: How Ofcom complaint figures should guide your provider choice
Ofcom’s updated league table is more than just a ranking: it’s a useful decision-making tool. EE’s elevated complaint level in both broadband and pay-TV for this period means prospective customers should tread carefully, especially if prioritising customer support and problem resolution. Sky, Virgin Media, and Plusnet (for broadband) at least appear to be handling customer satisfaction better for now.
When shopping for a new provider, check recent complaint trends, not just marketing claims or headline speeds. Use complaint data as a red flag, but always weigh it against your household’s specific needs—including coverage, price, and bundle options.