The most recent data on broadband complaints has been released, revealing a mix of positive and negative news. Starting with the optimistic side, Ofcom’s latest statistics indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints against the largest broadband providers in the UK have decreased to their lowest level on record. From a peak of 40 complaints per 100,000 customers in 2011, the number has significantly dropped to just six per 100,000 customers in the first quarter of 2026.
While complaints have decreased overall, TalkTalk customers have encountered challenges as the provider did not perform as well as its competitors during the same period.
Ofcom’s 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 complaints remaining at similar levels to the previous quarter. The complaints mainly centered around faults, service and provisioning, complaints handling, and issues with billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone with 8 complaints and BT with 7. On the positive side, Plusnet led with only 4 complaints per 100,000 customers, followed closely by Sky with 5.
Broadband complaints per 100,000 customers were as follows:
– 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 improving our customer service to address and resolve the root causes of complaints more effectively, as well as enhancing our communication with customers during service disruptions.”
“Although we are disappointed by these results, we are investing in providing better Wi-Fi services to all our customers, which we anticipate will lead to improved customer satisfaction in the future.”
Ofcom’s report also evaluated providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers each.
TalkTalk and Sky stood out as the best-performing pay-TV providers, each recording just two complaints per 100,000 customers.
Regarding 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, expressed, “It is promising to see a decline in broadband complaints to their lowest levels on record. Companies should not become complacent, and we expect them to continuously enhance their services and deliver exceptional customer experiences.”
“We encourage dissatisfied customers to consider switching providers. In recent years, we have simplified the process for people to compare and save by introducing end-of-contract alerts, straightforward contract summaries, and easier switching procedures for broadband and mobile services.”