The most recent data on broadband complaints has revealed a mix of positive and negative developments. Let’s begin with the optimistic 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 concerning the largest broadband providers in the UK have reached their lowest point since records started being kept. The number has drastically 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, there is less favorable news for TalkTalk customers, as this provider is not performing as well as its competitors.
Ofcom’s latest data indicates 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 complaints predominantly revolved around faults, service and provisioning, complaints handling, as well as issues related to billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). Conversely, Plusnet had the lowest number of complaints per 100,000 customers at just four, with Sky closely following at 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 TalkTalk spokesperson commented, “We are actively enhancing our customer service to better identify and address the root causes of complaints, as well as enhancing our communication with customers during service disruptions.”
While expressing disappointment with the results, TalkTalk emphasized ongoing investments to provide improved Wi-Fi services and anticipated positive changes benefiting customers in the future.
Ofcom’s report also evaluated providers for landline and pay-TV services.
For landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position, each receiving only two complaints per 100,000 customers.
As for pay-TV services, TalkTalk and Sky emerged as the best-performing providers, with each recording 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 decrease in broadband complaints to record lows is promising. Companies should not become complacent, and we expect them to continuously strive to enhance their services and deliver an exceptional customer experience.”
Luna-Esteban encouraged dissatisfied customers to consider switching providers, highlighting recent initiatives aimed at facilitating easier comparison and cost savings through improved contract alerts, simplified contract summaries, and streamlined switching processes for broadband and mobile services.