The most recent data on broadband complaints has been released, revealing a mix of positive and negative trends. On the bright side, the latest statistics from Ofcom indicate an overall improvement in the broadband industry’s performance.
According to the UK regulator, customer complaints concerning the largest broadband providers in the UK have dropped to their lowest level on record. From a peak of 40 complaints per 100,000 customers in 2011, the number has significantly decreased to just six complaints per 100,000 customers in the first quarter of 2026.
Despite the decline in complaints overall, there is less favorable news for TalkTalk customers, as this provider has not fared as well compared to its competitors.
Ofcom’s recent 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 primarily revolved around faults, service quality, provisioning, complaints handling, as well as issues with billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the positive side, Plusnet had the lowest number of complaints at just four per 100,000 customers, followed closely 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 stated, “We are actively working on enhancing our customer service to better identify and address the root causes of complaints, as well as improving our communication with customers during service disruptions.”
“Although we are disappointed by these results, we are committed to investing in delivering an improved Wi-Fi experience for all our customers, and we anticipate seeing these efforts 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 spot with only two complaints per 100,000 customers each.
Regarding pay-TV services, TalkTalk and Sky were the top-performing providers, with each registering 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, commented, “The decline in broadband complaints to record lows is a positive development. Companies should not become complacent and must continuously strive to enhance their services and provide excellent customer experiences.”
“We encourage dissatisfied customers to explore other options. In recent years, we have streamlined the process for comparing services and saving money by introducing end-of-contract alerts, simplified contract summaries, and easier switching procedures for broadband and mobile services.”