The most recent data on broadband complaints has been released, showing a mix of positive and negative trends. Starting with the positive news, Ofcom’s latest statistics indicate an overall improvement in the broadband industry landscape.
According to the UK regulator, complaints against the largest broadband providers in the UK have reached their lowest point on record. The figures have significantly decreased from a peak of 40 complaints per 100,000 customers in 2011 to just six complaints per 100,000 customers in the first quarter of 2026.
While overall complaints have decreased, TalkTalk customers are facing challenges as this provider is not meeting the same standards as its competitors. Ofcom’s data reveals that TalkTalk received the highest number of customer complaints from January to 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 similar to the previous quarter. The complaints mainly revolved around faults, service issues, provisioning, complaints management, and billing, pricing, and charges problems.”
In terms of complaints per 100,000 customers, TalkTalk led with 10 complaints, followed by Vodafone with 8 and BT with 7. Conversely, Plusnet had the fewest complaints at 4 per 100,000 customers, closely followed by Sky with 5.
Ranking of Broadband Complaints per 100,000 customers:
– Plusnet: 4
– Sky: 5
– Virgin Media: 6
– EE: 6
– BT: 7
– Vodafone: 8
– TalkTalk: 10
Addressing the results, a spokesperson from TalkTalk expressed, “We are actively improving our customer service to better address and resolve the root causes of complaints, as well as enhancing our communication with customers during service disruptions. Although we are disappointed by these findings, we are committed to enhancing the Wi-Fi experience for all customers through ongoing investments.”
Ofcom’s report also evaluated providers for landline and pay-TV services. Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot for landline services, each receiving only two complaints per 100,000 customers. TalkTalk and Sky performed best among pay-TV providers, with just two complaints per 100,000 customers for each.
Ranking of 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 positive to see a decrease in broadband complaints to their lowest levels on record. Companies should continue striving to enhance their services and provide exceptional customer experiences.”
Luna-Esteban added, “We encourage dissatisfied customers to consider switching providers. In recent years, we have simplified the process of comparing and saving on services by introducing end-of-contract alerts, straightforward contract summaries, and easier switching procedures for broadband and mobile services.”