The most recent data on broadband complaints reveals a mix of positive and negative developments. To begin with the positive news, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints concerning the largest broadband providers in the UK have now reached their lowest point on record. The numbers have significantly declined from a peak of 40 complaints per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
Despite the decrease in complaints overall, customers of TalkTalk are facing some challenges as the provider is not performing as well as its competitors.
Ofcom’s latest data highlights that TalkTalk received the highest number of customer complaints between January and March 2026, making it the most complained-about broadband provider in the UK.
Ofcom stated, “TalkTalk was the most complained-about broadband provider, with complaint levels remaining consistent with the previous quarter. The complaints mainly revolved around issues such as faults, service and provisioning, complaints handling, and billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the positive side, Plusnet emerged as the top performer with only four complaints per 100,000 customers, closely followed by Sky with five.
Broadband complaints per 100,000 customers:
– Plusnet – 4
– Sky – 5
– Virgin Media – 6
– EE – 6
– BT – 7
– Vodafone – 8
– TalkTalk – 10
In response to the findings, a spokesperson from TalkTalk mentioned, “We are actively working on enhancing our customer service to better identify and resolve the root causes of complaints, as well as improving our communication with customers during issues.”
“While we are disappointed by these results, we are committed to investing in providing a superior Wi-Fi experience for all our customers, and we anticipate seeing improvements reflected in future quarters.”
Ofcom’s report also ranked providers for landline and pay-TV services.
For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position, each receiving only two complaints per 100,000 customers.
TalkTalk and Sky were the top-performing pay-TV providers, with only two complaints per 100,000 customers each.
Pay-TV complaints per 100,000 customers:
– TalkTalk – 2
– Sky – 2
– Virgin Media – 3
– EE – 4
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commented, “It is encouraging to see a decrease in broadband complaints to their lowest levels on record. Companies should not become complacent and are expected to continuously strive to enhance their services and provide an excellent customer experience.”
“We encourage dissatisfied customers to explore other options. In recent years, we have facilitated easier comparison and savings by introducing end-of-contract alerts, simplified contract summaries, and smoother switching processes for broadband and mobile services.”