Advanced Television

Ofcom: EE TV continues to top pay-TV complaints

May 11, 2026

By Nik Roseveare

Ofocm has published the latest figures for complaints received about the UK’s major broadband, mobile and pay-TV providers. These figures cover the final quarter of 2025, from October to December, and show an increase on the previous quarter for the first time since 2023.

Complaints about broadband services decreased, while pay-TV complaints stayed the same. However, complaints about mobile services increased, which followed the announcement of mid-contract price rises by some mobile providers.

Main findings: 

  • EE generated the most pay-TV complaints.
  • The least complained-about pay-TV providers were Sky, TalkTalk and Virgin Media.
  • TalkTalk and Vodafone were the most complained-about broadband providers. Vodafone saw an increase in complaints on the previous quarter, while TalkTalk’s complaints figures remained static.
  • The least complained-about broadband providers were Plusnet and Virgin Media.
  • O2 was the mobile provider that generated the most complaints, with customers primarily complaining about contract-related issues.
  • EE, Tesco Mobile and Three were the least complained-about mobile providers.

Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commented: “It is disappointing to see an increase in customers complaints during this quarter, especially following a sustained period of decreases in the complaints we received about telecoms companies. However, a main driver of these complaints appears to be an unexpected mid-contract price rise announcements for some mobile customers in the autumn of 2025. We will continue to monitor the market including future complaints figures for any indication of ongoing customer dissatisfaction.”

Reacting to the Ofcom data, Alex Tofts, Strategist at Broadband Genie, said: “While complaint volumes across the telecoms sector have stabilised, broadband complaints continue to sit far above those for mobile services. Data from the final quarter of 2025 reveals that Vodafone and TalkTalk, for the second quarter in a row, are the top two most complained-about broadband providers. Patience will undoubtedly be wearing thin for the 5 million customers who subscribe to these two brands. Although this report focuses on the seven major providers, over half of these brands are performing below the industry average. This is a clear signal that service quality is not meeting consumer expectations. No customer should have to tolerate sub-par service when there are heaps of other options available.”

“With 8.8 million customers currently out of contract, these customers have the power to switch and save. Thanks to the One Touch Switch process, moving to a better provider is now faster and easier than ever. By using trusted comparison sites and third-party reviews, consumers can find providers that take customer care seriously, often while securing a significantly cheaper monthly deal,” added Tofts.

Ernest Doku, telecoms expert at Uswitch, said “It’s disappointing to see complaints to Ofcom rise for the first time since 2023, with O2 a key driver after announcing last year that its new £2.50 monthly price rise for 2026 would apply to existing customers as well as new sign-ups. The move effectively changed the deal for those who had already signed up under different terms. The scale of the backlash is striking. O2 generated seven complaints per 100,000 customers – more than double the industry average of three, and seven times the rate of Three, EE and Tesco Mobile, which generated the fewest. The complaints are only part of the picture, and many customers also voted with their feet and left the network entirely.
“Broadband complaints fell overall, which is encouraging, but the underlying story remains service quality. It’s telling that faults still drive over 40 per cent of all broadband complaints, despite years of network investment and the steady migration to full fibre, a sign that service reliability hasn’t always kept pace with the upgrades customers are being asked to pay for. Consumers are clearly no longer willing to quietly accept unpopular changes, and they’ve never had stronger tools to push back. Under Ofcom’s strengthened rules, customers can now escalate unresolved complaints to independent dispute resolution much sooner, so anyone unhappy with how their provider has treated them shouldn’t hesitate to use it,” concluded Doku.

 

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