The most recent data on broadband complaints reveals a mix of positive and negative trends. Beginning with the positive news, Ofcom’s latest statistics indicate an overall improvement in the broadband industry landscape.
According to the UK regulator, complaints lodged against major broadband providers in the UK have now 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.
Despite the decline in grievances, there is less favorable news for TalkTalk customers, as this provider seems to be lagging behind its competitors.
Ofcom’s latest findings show that TalkTalk received the highest volume of customer complaints between January and March 2026, positioning it as the most complained-about broadband provider in the UK.
“TalkTalk emerged as the most complained-about broadband provider, with complaint levels remaining relatively constant compared to the previous quarter,” noted Ofcom. “The complaints primarily centered around issues related to faults, service quality, provisioning, complaints handling, as well as billing discrepancies, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). In contrast, Plusnet led the rankings with only four complaints per 100,000 customers, closely followed by Sky with five complaints.
Ranking of 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 outcomes, a spokesperson from TalkTalk stated, “We are actively revamping our customer service approach to better address and resolve underlying causes of complaints, while enhancing our communication with customers during service disruptions.”
“While we are naturally disappointed by these results, we are continuously investing to provide an enhanced Wi-Fi experience for all our customers. We anticipate this improvement to reflect in future performance metrics.”
Apart from broadband services, Ofcom’s report also evaluated providers in the realms of landline and pay-TV services.
For landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone jointly held the top position, each receiving only two complaints per 100,000 customers.
In the pay-TV sector, TalkTalk and Sky emerged as the top performers, each recording only two complaints per 100,000 customers.
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, “The decline in broadband complaints to record lows is a positive development. Companies should not become complacent, and we anticipate continual efforts from them to enhance services and deliver exceptional customer experiences.”
“We encourage dissatisfied customers to explore alternative providers. In recent times, we have streamlined the process for shopping around and saving, with the introduction of end-of-contract alerts, simplified contract summaries, and easier switching procedures for broadband and mobile services.”