The most recent data on broadband complaints has been released, showing a mix of positive and negative trends. Starting with the positive news, the latest report from Ofcom indicates an overall improvement in the broadband industry landscape.
According to Ofcom, complaints lodged against major broadband providers in the UK have reached their lowest point since record-keeping began. The figures have drastically 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 complaints overall, TalkTalk customers are facing challenges, as this provider is not meeting expectations compared to its competitors.
Ofcom’s data reveals that TalkTalk received the highest number of customer complaints in the period from January to March 2026, earning the title of 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. Most complaints centered around faults, service quality, provisioning, complaints handling, and issues related to billing, pricing, and charges.”
In terms of complaints per 100,000 customers, TalkTalk led with 10 complaints, followed by Vodafone with 8 and BT with 7. Conversely, Plusnet had the fewest complaints at just four per 100,000 customers, closely trailed by Sky with five.
Rankings for 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 commented, “We are actively enhancing our customer service approach to better address and resolve the underlying causes of complaints, as well as improving communication with our customers during service disruptions.”
“Although we are disappointed with these results, we are committed to investing in providing a superior Wi-Fi experience for all our customers. We anticipate seeing these efforts reflected in future performance metrics.”
The report by Ofcom also evaluated providers in the landline and pay-TV services categories.
For landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers. TalkTalk and Sky were identified as the best-performing pay-TV providers, each receiving just two complaints per 100,000 customers.
Rankings for 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, remarked, “The decline in broadband complaints to record-low levels is a positive development. Companies need to maintain their efforts and constantly strive for service improvement and enhanced customer experiences.”
“We urge dissatisfied customers to explore other provider options. Recent initiatives such as end-of-contract alerts, simplified contract summaries, and streamlined switching processes for broadband and mobile services have made it easier than ever for consumers to compare and save.”
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