Plusnet remains the least complained-about broadband provider

Plusnet has again recorded the fewest complaints of any major fixed-line broadband provider, according to Ofcom's Q2 2025 telecoms complaints data.

The regulator's latest report highlights continued strong performance from Sky, which ranked second for the fewest broadband, landline, mobile, and pay-TV complaints.

EE, meanwhile, received the highest number of complaints across broadband, landline, and pay-TV services, though its figures improved compared with the previous quarter.

Source: Ofcom

Plusnet tops broadband rankings

Plusnet has once again recorded the fewest complaints of any major fixed-line broadband provider, according to Ofcom's latest complaints data for Q2 2025.

The provider received just four complaints per 100,000 customers, placing it ahead of Sky, which recorded six. This marks the second consecutive quarter that Plusnet has led the rankings, ending Sky's long run in the top position.

The industry average for broadband complaints also fell to eight per 100,000 customers, down from ten in the previous quarter and broadly consistent with the 12-month trend.

Ofcom highlighted major faults and installation issues as the main drivers of complaints across the sector - suggesting Plusnet is performing well in these key areas. The company, which relies entirely on UK-based call centres and support agents, also reported 2.07% of its customers experienced a loss of service between April and June 2025, an improvement on earlier quarters.

But Plusnet's call wait times tell a different story, jumping from 47 seconds in Q1 to 2 minutes 12 seconds in Q2, and remaining high at 1 minute 55 seconds in the July-September period.

Interestingly, while Plusnet's parent company BT typically reports lower-than-average complaint levels, it recorded nine complaints per 100,000 customers this quarter.

Meanwhile, EE, another BT subsidiary, registered the highest number of complaints among major providers for broadband, landline and pay-TV services.

EE sees most complaints

EE recorded the highest number of complaints across broadband, landline and pay-TV services in Ofcom's Q2 2025 report - the first time since late 2023 that a single provider has topped all three categories.

Despite this, EE's complaint volumes either fell or remained unchanged from the previous quarter.

The provider received 10 complaints per 100,000 customers for fixed-line broadband, compared with an industry average of eight. Landline services drew eight complaints against an average of four, while pay-TV generated six complaints, double the sector average of three.

While the results place EE at the bottom of the rankings, the wider context shows these figures are far from unprecedented.

Recent peaks include 32 complaints per 100,000 for Virgin Media in Q3 2023, 22 for NOW Broadband in Q1 2024, and 31 for Shell Energy Broadband in Q2 2022 - significantly higher than EE's current levels.

As the chart below shows, EE's broadband complaint rate is broadly comparable with several rivals, despite ranking highest this quarter.

Ofcom notes that complaints for EE across all services were largely driven by "faults, service quality and provisioning" - issues related to getting customers connected, keeping services running reliably, and resolving problems such as delayed installations, outages, slow speeds and technical faults.

Sky maintains strong performance

Sky is no longer the least complained-about broadband provider this quarter, slipping from the top spot after Plusnet recorded fewer complaints for a second consecutive period. However, the shift in rankings does not necessarily indicate a decline in Sky's performance.

Sky received six complaints per 100,000 broadband customers in Q2 2025 - only two more than Plusnet and still well below the industry average of eight.

The provider also continued to perform strongly across landline, mobile and pay-TV services, where its complaint levels remained among the lowest of any major operator.

Ofcom's data suggests that Sky's position in the table reflects improvements by competitors rather than any marked downturn in its own service quality.

With consistently low complaint volumes across multiple services, Sky continues to remain one of the best-rated providers in the market.