The most recent data on broadband complaints has been released, showcasing a mix of positive and negative trends. To begin with the positive news, 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. 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, there is less favorable news for TalkTalk customers, as this provider has not performed as well as its competitors. Ofcom’s data reveals 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 complaint levels remaining consistent with the previous quarter. The majority of complaints were related to faults, service and provisioning, complaints handling, and issues with billing, pricing, and charges.”
In terms of specific numbers, TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). Conversely, Plusnet ranked the best with only four complaints per 100,000 customers, closely followed by Sky with five.
Regarding 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 for TalkTalk mentioned ongoing efforts to enhance customer service and address complaint root causes, aiming to provide a better experience for customers moving forward.
Furthermore, Ofcom’s report also evaluated providers in the landline and pay-TV services categories. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position with only two complaints per 100,000 customers each. In the pay-TV segment, TalkTalk and Sky were the best-performing 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, emphasized the decreasing trend in broadband complaints and urged companies to continuously enhance their services and prioritize customer satisfaction. She also encouraged dissatisfied customers to explore other providers, mentioning initiatives to facilitate easier switching processes and improve transparency in contracts.
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