The most recent data on broadband complaints has been released, bringing both positive and negative updates. Let’s begin with the good news. According to the latest figures from Ofcom, the overall situation in the broadband industry is showing signs of improvement.
Ofcom, the UK regulator, has reported that complaints against the largest broadband providers in the UK have reached their lowest point since records began. The number of complaints has significantly decreased from a peak of 40 per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
Despite the decline in complaints overall, TalkTalk customers are facing challenges as the provider is not performing as well as its competitors.
Ofcom’s data reveals that TalkTalk received the highest number of customer complaints from January to March 2026, positioning it as the most complained-about broadband provider in the UK.
“TalkTalk was identified as the most complained-about broadband provider, with complaints remaining at similar levels to the previous quarter,” stated Ofcom. “The complaints mainly centered around faults, service and provisioning, complaints handling, and issues related to billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the opposite end of the spectrum, Plusnet led with only four complaints per 100,000 customers, closely followed 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 remarked, “We are currently undergoing changes in our customer service approach to better identify and address the underlying causes of complaints, as well as enhance our communication with customers during service disruptions.
“While we are disappointed by these results, we are committed to investing in providing a superior Wi-Fi experience for all our customers, and we anticipate seeing improvements that will benefit our customers in the upcoming 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 position, each receiving only two complaints per 100,000 customers.
In the realm of pay-TV services, TalkTalk and Sky emerged as the best-performing providers, with only two complaints per 100,000 customers for each.
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 witness a decrease in broadband complaints to the lowest levels since our records began. Companies should not become complacent, and we anticipate continuous efforts from them to enhance their services and deliver an exceptional customer experience.
“We urge dissatisfied customers to explore other provider options. In recent years, we have streamlined the process for people to compare and save by introducing end-of-contract alerts, simplified contract summaries, and easier switching options for broadband and mobile services.”