Worst broadband and mobile networks named and shamed in Ofcom report — should YOU switch to something new?

However, it wasn't all bad news, as TalkTalk and Sky were the least complained-about pay-TV providers, so if you want to upgrade from the free-to-air channels available on Freely or Freeview, these two brands are the best choice.

If you're looking to switch to the broadband supplier with the fewest number of complaints during the same three-month period, look no further than Plunset. Alongside NOW and Sky Broadband (both owned by Sky) these were the only brands with fewer complaints than the industry average of 10 per 100,000 customers.

Meanwhile, if you're frustrated with your mobile network, Ofcom data shows that EE, Sky Mobile, Tesco Mobile, and Vodafone were the least complained-about mobile networks, so could be a good pick.

Ofcom names-and-shames the UK’s biggest landline, mobile network, broadband, and pay-TV providers every quarter. The overall number of complaints remained pretty consistent with the last report from Ofcom, which covered the crucial October to December period last year, when people switched providers during the Black Friday sales.

According to Ofcom, the majority of complaints from O2’s mobile customers centred on how their grievances were handled, while Three customers were most often concerned about billing, pricing and charges. EE and TalkTalk were the most complained-about landline providers, while Utility Warehouse generated the fewest complaints.

Virgin Media was the pay-TV provider that generated the most complaints, while Sky and TalkTalk customers were the happiest with their service. While the overall number of complaints remained fairly similar to the previous quarter, complaints about fixed broadband and pay-TV increased, the UK telecom regulator confirmed.

Ofcom said it compiled and published the figures to help consumers see how their providers performed in relation to others, and to help them choose a new provider if they were thinking of switching.

An Ofcom spokeswoman said: “It’s positive to see stable complaints numbers overall, which have come down over time. But this doesn’t mean telecoms companies can sit back when it comes to customer service. Some providers have seen complaints about them increase, so we want to see further improvements.”

If you're looking at these figures and thinking it might be time for a switch... chances are, you might be able to move over to a new supplier pretty quickly. According to a separate report shared by Ofcom a few months ago, over 7.4 million households in the UK are out of contract and able to switch to a new subscription with no repercussions.

Broadband providers regularly save their best deals for new subscribers — with loyalty rarely rewarded. Even if you're happy with the level of service from the current provider, most broadband firms increase bills every year, it's still worth switching to cut monthly bills or unlock faster speeds for the same cost.

Reacting to the latest report, Natalie Hitchins, Which? Head of Home Products and Services, told GB News: "These findings highlight just how many broadband and mobile firms are continuing to fall short of their customers' expectations.

"Year after year, our research shows that smaller providers are outshining the biggest broadband and mobile firms and out-of-contract customers who switch could make significant savings. On average, out-of-contract TV and broadband customers could save £160 by switching and mobile customers could save £67.

“Any telecoms customers who are nearing the end of their contract and are unhappy with their current provider, or could stand to make savings, should not hesitate to vote with their feet and move to a different provider.”

A TalkTalk spokesman said: “We’re very disappointed with this latest report and are working hard to improve how we handle customer complaints as well as reducing the need for them in the first place.

“We continue to invest heavily in a range of projects focused on our customers, giving our frontline colleagues better tools to understand problems, and improving the way we communicate with our customers. We believe these efforts will be reflected in future reports.”

A Virgin Media O2 spokesman said: “Six months after we drew a line in the sand and committed to improving our customer service, this data from the regulator shows real green shoots with overall complaints in the first quarter of 2025 down by 42% year-on-year.

“Our more recent figures paint an even stronger picture, giving us confidence that our strategy of increased investment, simplification, upskilling agents and removing persistent pain points, is making a genuine and tangible difference in improving our customers’ experience with us. We’ll continue to make progress and get this right for good.”

Jon Shaw, consumer operations director at the newly-merged VodafoneThree, said: “We’re really pleased to see Vodafone score so strongly in Ofcom’s latest report, achieving the brand’s best ever rating with a record low of only one complaint per 100,000 customers for mobile, and two per 100,000 for Three.”

Max Beckett, telecoms spokesman at Uswitch, said: “Outages remain one of the key drivers for broadband complaints, and with so much of our lives now relying on a stable connection for work, education, and leisure, providers must get this right and keep customers updated every step of the way during any disruption.

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“As major providers like BT, EE and Plusnet have just announced even higher mid-contract price increases for new customers, the pressure is on for providers to deliver good value and satisfaction to their customers. If providers fall short, customers should vote with their feet and find a better fit.”

Additional Reporting By Josie Clarke, PA Consumer Affairs Correspondent