Plusnet tops Ofcom rankings for fewest broadband complaints

TalkTalk recorded the highest number of complaints in Ofcom's latest quarterly figures for broadband services.

Despite this, overall complaint levels across the industry were largely unchanged at the start of 2025, with TalkTalk only marginally above the sector average.

For the first time, Plusnet received fewer complaints than Sky, moving into first place as the least complained-about broadband provider.

Source: Ofcom

Plusnet records fewest complaints

Ofcom reported that Plusnet received the fewest complaints for fixed-line broadband in Q1 2025, with five complaints per 100,000 customers. It is the first time the provider has taken the top spot.

Sky recorded the second-lowest level of complaints at seven per 100,000 customers. However, complaints against the provider have risen over the past two quarters, up from five per 100,000 in Q3 2024. It is the first time since early 2022 - when EE's customer service performance briefly matched it - that Sky has not been reported as the leading broadband provider for customer service.

Plusnet's parent company, BT, opened a state-of-the-art office in the provider's hometown of Sheffield in mid-2024. Complaint levels have been steadily improving since 2021-22, following a sector-wide spike during the Covid-19 pandemic.

In contrast, Sky has reportedly outsourced some customer service roles from UK call centres to offshore centres in India and Bulgaria, a move believed to have begun in 2023 as part of cost-cutting measures.

TalkTalk records highest complaints

While Plusnet recorded the fewest complaints, TalkTalk had the highest in Q1 2025, with 13 complaints per 100,000 customers for fixed-line broadband services.

Overall, complaint levels remained steady, with an industry average of 10 per 100,000 customers. BT, Vodafone, EE and Virgin Media each recorded between 11 and 12 complaints per 100,000.

TalkTalk also recorded the highest number of landline complaints alongside EE, at eight complaints per 100,000 customers compared to the industry average of five for the quarter.

Utility Warehouse continued to accrue the fewest number of complaints for landline services since entering the report in Q1 2024. Sky, Plusnet, and Vodafone also maintained relatively low landline complaint levels.

For pay TV services, TalkTalk performed better, with just three complaints per 100,000 customers, compared to seven for EE and eight for Virgin Media.

While TalkTalk's complaints were only two above the industry average in Q1 2025, the
company's ongoing financial difficulties appear to be placing strain on service quality. Customer support operations, in particular, face challenges in maintaining consistency or implementing improvements, especially as competitors such as Virgin Media invest in AI-driven tools and other providers maintain more stable operations.

TalkTalk's debt rose to around £1.2 billion in 2024. Despite emergency cash injections, the company has delayed critical payments to key suppliers, including Openreach and CityFibre, and reduced its workforce by approximately 20%. These measures, while necessary to manage liquidity, are likely to stretch support teams and extend response times, potentially affecting customer satisfaction.

Tensions with infrastructure partners may also be contributing to delays in resolving faults and onboarding new customers. This combination of financial strain, reduced staffing, and supplier tensions could create a feedback loop: slower service and unresolved technical issues may lead to further customer complaints, making it harder for TalkTalk to improve its reputation in the short term.

Looking ahead, the company's ability to stabilise its finances and invest in operational improvements - such as AI-enabled support tools, process automation, or staff training - will be critical if it wants to close the gap with rivals and restore consistent service levels. Until then, TalkTalk may continue to struggle to match the improvements seen among more financially stable providers.