The most recent data on broadband complaints has been released, bringing both positive and negative news. Starting with the positive aspect, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints regarding major broadband providers in the UK have reached their lowest point on record. The numbers have significantly dropped 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 decrease in complaints, there is less favorable news for TalkTalk customers, as this provider is not meeting the performance standards set by its competitors.
Ofcom’s data reveals that TalkTalk received the highest number of customer complaints in the period between January and March 2026, making it the most complained-about broadband provider in the UK.
“TalkTalk was identified as the most complained-about broadband provider, with complaint levels remaining similar to the previous quarter,” stated Ofcom. “The complaints mainly revolved around faults, service and provisioning, complaints handling, and issues with billing, pricing, and charges.”
TalkTalk recorded 10 complaints per 100,000 customers, leading over Vodafone (8) and BT (7). On the positive end of the spectrum, Plusnet emerged as the top performer with only four complaints per 100,000 customers, closely followed by Sky with five complaints.
Broadband Complaints per 100,000 customers:
– Plusnet: 4
– Sky: 5
– Virgin Media: 6
– EE: 6
– BT: 7
– Vodafone: 8
– TalkTalk: 10
In response to these results, a spokesperson from TalkTalk commented, “We are actively revamping our customer service to better address and resolve the root causes of complaints, as well as enhancing our communication with customers during service disruptions.”
“While we are disappointed by these outcomes, we are committed to investing in delivering an improved Wi-Fi experience for all our customers, and we anticipate seeing these improvements reflected in the upcoming quarters,” the spokesperson added.
Ofcom’s report also ranked providers based on landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot, each with only two complaints per 100,000 customers. TalkTalk and Sky were the top-performing pay-TV providers, each registering just 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, “It is encouraging to see a decline in broadband complaints to their lowest levels since our records began. Companies should not become complacent, and we anticipate them to continually enhance their services and provide an exceptional customer experience.”
“We encourage dissatisfied customers to consider switching providers. In recent times, we have simplified the process for people to compare and save through measures like end-of-contract alerts, concise contract summaries, and easier switching procedures for broadband and mobile services,” Luna-Esteban added.
