Complaints against UK telecom companies surged in the fourth quarter of 2025, revealing mounting dissatisfaction among consumers. This marks the first increase in complaints since the third quarter of 2023, according to Ofcom’s latest report.
Key Findings from Ofcom’s Q4 2025 Report
The complaints primarily stemmed from issues related to pay-monthly mobile services. Mid-contract price hikes by various telecom providers were significant contributors to customer frustration. In contrast, fixed broadband complaints experienced a decline.
Mobile Services Overview
O2 led the mobile sector with the highest complaint rate. Most grievances centered on contract-related issues, particularly pricing and billing problems. The statistics reveal the following:
- O2: 7 complaints per 100,000 subscribers.
- Sky Mobile: 5 complaints per 100,000 subscribers.
- iD Mobile: 3 complaints per 100,000 subscribers.
- Vodafone: 2 complaints per 100,000 subscribers.
- Three, EE, and Tesco Mobile: 1 complaint per 100,000 subscribers, marking them as the best-performing providers.
Broadband Complaints Analysis
Vodafone and TalkTalk were highlighted as the most complained about broadband providers. The data indicates:
- Vodafone: 11 complaints per 100,000 subscribers.
- TalkTalk: 10 complaints per 100,000 subscribers.
- Industry average: 7 complaints per 100,000 subscribers.
- Virgin Media and Plusnet: 5 complaints each per 100,000 subscribers, showcasing strong customer satisfaction.
- Sky: 7 complaints per 100,000 subscribers, aligning with the industry benchmark.
- BT and EE: 8 complaints per 100,000 subscribers.
Landline Service Complaints
The landline segment displayed mixed results, with some providers showing improvement while others faced stability in complaints:
- Utility Warehouse: Least complaints at 1 per 100,000 subscribers.
- Virgin Media and Sky: 2 complaints each per 100,000 subscribers.
- Vodafone: 3 complaints per 100,000 subscribers.
- BT, Plusnet, and TalkTalk: 5 complaints each per 100,000 subscribers.
- EE and NOW Broadband: Highest complaints, both at 6 per 100,000 subscribers.
Pay-TV Service Overview
In the pay-TV sector, EE had the highest complaint levels, while TalkTalk, Sky, and Virgin Media maintained lower complaint rates:
- EE: 5 complaints per 100,000 subscribers, exceeding the industry average of 3.
- TalkTalk: Only 2 complaints per 100,000 subscribers.
- Sky and Virgin Media: 3 complaints each per 100,000 subscribers.
The findings of Ofcom’s Q4 2025 report underscore the ongoing challenges faced by UK telecom providers in addressing customer concerns. Improvements in customer service and effective contract management will be crucial in enhancing overall satisfaction across the industry.
