The UK’s most complained about broadband providers revealed: What you can do if yours won’t fix the problem

The latest complaints data from Ofcom, the UK’s communications regulator, offers a useful snapshot of which broadband providers are generating the most complaints from customers, and which ones appear to be performing better when it comes to customer satisfaction. While the figures only represent complaints reported to the regulator, they still provide insight into where customers are experiencing the most problems and how likely they are to escalate those issues when they feel their provider isn’t responding properly.

Which broadband providers receive the most complaints?

In the latest report, three broadband providers generated the highest complaint levels were:

Each recorded 10 complaints per 100,000 customers, placing them at the top of the complaints rankings for broadband services during the reporting period. While that figure may sound relatively small, it represents customers who felt strongly enough about their experience to escalate their complaint beyond the provider itself and report it to the regulator.

It’s important to remember that millions of households across the UK use these providers without experiencing serious problems. However, the rankings suggest that customers of these companies were more likely to encounter issues that led them to complain compared with customers of other broadband providers.

At the opposite end of the rankings Plusnet, received the fewest broadband complaints, suggesting that customers were less likely to escalate issues with the provider to Ofcom during the same period. Complaint levels can fluctuate over time, but the report still provides a useful indication of where consumer frustration appears to be highest.

What broadband customers are actually complaining about

For anyone who has experienced broadband problems firsthand, the reasons behind many complaints will sound familiar. Broadband issues rarely involve just one single problem. Instead, complaints often arise when several frustrations combine, for example, a technical fault that takes weeks to fix, or a billing issue that proves difficult to resolve through customer service channels.

One of the most common causes of complaints remains unreliable broadband connections. Customers frequently report slow speeds, unstable connections or outages that disrupt work, entertainment and daily communication. With more people relying on broadband for remote work and online services, even short disruptions can quickly become significant problems for households.

Another frequent complaint involves delays in fixing faults. Customers may report waiting days or weeks for engineers to investigate a problem, or experiencing repeated delays while providers attempt to identify the cause of an issue. In some cases, customers feel they are repeatedly asked to carry out the same troubleshooting steps without the underlying fault being properly addressed.

Billing issues are also a common source of complaints. Unexpected charges, confusing bills or contract pricing changes can all lead to disputes between customers and providers. This is particularly common when promotional pricing periods end, when mid-contract price increases occur, or when customers believe they have been charged incorrectly for services.

However, one of the most frustrating aspects reported by customers is poor complaint handling itself. Many consumers say their complaints are passed between departments, require multiple phone calls to resolve, or receive unclear responses from providers. In these cases, the initial problem may be relatively straightforward, but the experience of trying to resolve it becomes the real source of frustration.

Why Ofcom complaints don’t tell the whole story

Although Ofcom’s complaint rankings provide valuable insight into trends within the telecoms industry, they only represent a small portion of the problems customers actually experience. That’s because Ofcom does not resolve individual consumer complaints directly. Instead, the regulator collects complaint data as a way of monitoring how telecom companies perform and identifying potential issues within the sector.

In practice, most broadband complaints are handled directly between customers and their providers. Many consumers never report their problems to Ofcom at all, either because the issue is eventually resolved or because they become discouraged by the complaints process before escalating the issue further. As a result, the number of broadband issues faced by consumers across the UK is likely much higher than the complaints data alone suggests.

Even so, the data remains useful because it highlights which providers generate the most complaints relative to their size and where customer dissatisfaction appears to be concentrated. For consumers choosing a new broadband provider, the rankings can offer a helpful indication of which companies may be more likely to generate complaints.

What to do if your broadband provider won’t fix the problem

If you’re dealing with ongoing broadband issues, whether it’s slow speeds, repeated outages or billing problems,it can sometimes feel like you’re stuck in an endless cycle of customer service calls without a clear resolution. The good news is that there is a formal complaints process designed to help consumers escalate issues when providers fail to resolve them properly.

The first step is always to contact your broadband provider directly and clearly explain the problem. It’s important to keep records of your communication, including emails, complaint reference numbers, live chat transcripts and the dates and times of phone calls. Having a clear record of the issue can make it much easier to escalate your complaint later if the problem continues. One way to keep everything organised is by using Resolver, which helps you send your complaint to the right company department and keeps a record of all communication in one place so you can track your case if it needs to be escalated.

When to escalate

If the issue isn’t resolved through your initial contact, you should ask your provider to log a formal complaint. This ensures the issue enters the company’s official complaints process and gives the provider an opportunity to investigate the problem properly. When raising a complaint, it’s helpful to clearly explain what outcome you want, whether that’s a repair, a refund, compensation, or the ability to leave your contract without paying exit fees. Using Resolver can also make this step easier, to help structure your complaint and keep a timeline of all correspondence with the provider.

Broadband providers generally have up to eight weeks to resolve a complaint once it has been formally logged. In some cases, issues are resolved more quickly, particularly if they involve a straightforward technical fault. However, if eight weeks pass without a resolution, you have the right to escalate the dispute further. Alternatively, if your provider tells you it cannot resolve the complaint, known as issuing a deadlock letter, you can escalate the complaint immediately.

At that point, you can take the issue to an Alternative Dispute Resolution (ADR) scheme, which acts as an independent body reviewing disputes between consumers and telecom providers. Telecom companies must belong to one of two schemes: Communications Ombudsman or CISAS (Communications & Internet Services Adjudication Scheme).

These organisations assess the evidence provided by both sides and can require providers to fix problems, issue apologies or pay compensation where appropriate. If you’ve been using Resolver to manage your complaint, here, your case history and correspondence can help provide a clear record of what has happened so far when escalating the dispute.

Broadband complaints aren’t just about slow connections or confusing bills. They’re about the experience customers have when something goes wrong, and whether providers step up to fix the problem. Ofcom’s latest data shows where those frustrations are most likely to arise, but it also serves as a reminder that if your provider isn’t resolving an issue properly, you do have options to push the complaint further and seek a fair outcome.

Time to switch

If you’re unhappy with your broadband provider, switching may be easier than you think. Many people stay with the same provider for years, even when the service is poor or the price has increased. But moving to a new provider is now designed to be much simpler.

Thanks to the “One Touch Switch” system, your new provider usually handles most of the process. This includes contacting your current provider and arranging the transfer. In most cases, you won’t need to cancel your old contract yourself, which helps avoid service interruptions.

Before switching, it’s worth comparing a few deals. Price comparison sites can help you see what’s available in your area. But don’t just look at the headline monthly price. Make sure you check:

The full monthly cost, including any mid-contract price rises
Contract length, which is often 12, 18 or 24 months
Exit fees, in case you want to leave early
Average download speeds available in your postcode, using OFCOM’s checking tool
Customer service ratings, complaint levels and reviews

You should also check whether your current broadband contract has ended. Many customers are out of contract without realising it, which often means paying a higher price each month. If your contract has finished, you can usually switch providers without paying early termination charges.

Regularly shopping around can help you avoid overpaying. It also gives you the chance to move to a provider that offers more reliable service, better speeds and stronger customer support.

If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk