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Consumer dissatisfaction with the UK’s telecommunications sector rose in the final quarter of 2025, according to the latest data from the industry regulator, Ofcom.
The figures, covering October to December, mark the first increase in overall complaint volumes since 2023, driven largely by a “surge” in grievances from mobile customers.
The most significant trend in the report was a sharp rise in mobile complaints, with O2 emerging as the most complained-about provider in the category. The regulator noted that customers were primarily concerned with contract-related issues following the announcement of mid-contract price increases in the autumn.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed concern over the reversal of the recent downward trend in complaints:
“It is disappointing to see an increase in customer 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 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.”
Consumer groups were more scathing in their assessment. Rocio Concha, Which? Head of Policy and Advocacy, criticised the industry’s approach to pricing:
“The surge in complaints from O2 customers shows what happens if telecom providers undermine consumer trust for the sake of a brazen cash grab. O2’s decision to raise prices mid-contract by more than what customers were originally told flouted the spirit of Ofcom’s rules – it was a cynical move when so many people are already struggling with cost-of-living pressures.
“The lesson for telecom firms is that consumers will not tolerate sneaky price increases and they will call out bad practice.”
However, a Virgin Media O2 spokesperson defended its performance:
“Over the past 18 months, we’ve delivered clear and sustained improvements in customer service, with complaints about Virgin Media broadband now the lowest of all providers which is a major achievement.
“On the mobile side, we understand customers were disappointed with our price change which led to a short-term spike in mobile complaints this quarter, and since then we have taken decisive action, including signing the Government’s Telecoms Consumer Charter.
“We remain on track and committed to investing heavily to ensure we’re consistently providing a great customer experience and excellent service.”
Broadband and landline performance
While mobile dissatisfaction rose, the broadband sector saw a slight decrease in overall complaints, though figures remain high. Vodafone and TalkTalk were named as the most complained-about broadband providers for the second consecutive quarter.
Alex Tofts, Strategist at Broadband Genie, noted that many of the major brands are failing to meet the industry average for service quality:
“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 most complained-about broadband providers.
“Patience will undoubtedly be wearing thin for the five 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.”
In the landline sector, BT, EE, NOW Broadband, Plusnet, and TalkTalk all featured at the top of the complaints list. EE also generated the highest number of complaints for pay-TV services.
The success stories
Despite the general rise in complaints, several providers maintained high levels of customer satisfaction. Tesco Mobile was highlighted as one of the UK’s least complained-about pay-monthly mobile providers, a performance the company attributed to its customer-first strategy.
Laura Joseph, Chief Customer Officer at Tesco Mobile, said:
“We’re incredibly proud once again to be recognised as one of Ofcom’s least complained-about mobile networks, and as the leading MVNO (mobile virtual network operator) in the latest report. Throughout 2025, our consistent performance reflects a clear focus on putting customers at the heart of everything we do. This recognition matters because it reflects the trust our customers place in us every day.”
Other top performers included Plusnet and Virgin Media in the broadband category, Utility Warehouse for landline services, and Sky and Virgin Media for pay-TV. Ofcom reminded consumers that with millions currently out of contract, they have the power to switch to better-performing providers using the “One Touch Switch” process.
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