Each quarter, Ofcom publishes a report showing how many complaints it receives about broadband, mobile, landline and TV providers across the UK.  

The latest figures, covering October to December 2025, reveal which providers are keeping customers happy – and which are causing a few too many frustrated phone calls. 

What does Ofcom measure? 

Ofcom tracks the number of complaints it receives from customers about providers. To keep things fair, complaints are measured per 100,000 customers rather than by total customer numbers. That gives a clearer picture of how providers are performing compared to the rest of the industry.  

The report also breaks down the main reasons customers are complaining in the first place, helping highlight the biggest issues affecting households across the UK. 

Broadband complaints decrease overall 

The report shows a fall in the number of broadband and landline complaints during Q4 2025. Pay-TV complaints remained around the same, while mobile complaints were on the rise.  

Ofcom linked the increase to in-contract price rises introduced during this period – which, unsurprisingly, customers weren’t particularly happy about. 

For broadband customers specifically, the report highlighted a few familiar frustrations.

The most common broadband complaints in the UK 

According to Ofcom, the most common complaints were related to faults, service and provisioning issues, accounting for 42% of all broadband complaints across the industry. 

The second biggest issue was complaints handling, making up 24% of complaints. 

Billing, pricing and charges were also a major factor, accounting for 17% of complaints overall. 

Which broadband providers received the most complaints? 

The latest figures show that TalkTalk and Vodafone were the most complained-about broadband providers during Q4 2025. 

Vodafone received 11 Ofcom complaints per 100,000 customers, while TalkTalk received 10 complaints per 100,000 customers. The industry average stood at 7 Ofcom complaints per 100,000 customers.

Why reliable broadband matters more than ever 

Broadband is no longer used for checking emails and browsing Facebook.  

People now rely on their connection for: 

• Working from home
• Streaming TV and films
• Online gaming
• Video calls
• Smart home devices
• Online learning  

Which means even short outages can feel painfully noticeable.  

That’s why reliability, installation quality and customer support matter just as much as headline speeds when choosing a provider.

Reliable broadband and support that actually helps 

Ofcom’s quarterly complaint reports are useful when comparing providers. Price and speed are important, but customer experience matters too.  

Our customers seem to agree, with Grain rated ‘Excellent’ on Trustpilot with a 4.8 score.  

Because our network is built entirely using Full Fibre technology, customers get faster, more reliable broadband that can actually keep up with modern households. And if something does go wrong, our UK-based support team is available 7 days a week to help sort things quickly. 

Check your postcode to see if Grain is available in your area. 

Source: Ofcom