The most recent broadband complaint data has been released, bringing both positive and negative updates. Beginning with the more optimistic news, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints regarding the largest broadband providers in the UK have now reached their lowest point since records began. The figures have significantly decreased from a peak of 40 complaints per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
While complaints have decreased overall, TalkTalk customers are facing challenges as the provider is not performing as well as its competitors. Ofcom’s new data reveals that TalkTalk received the highest number of customer complaints between January and 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 similar to the previous quarter. Complaints mainly centered around faults, service and provisioning, complaints handling, and issues with 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 4 per 100,000 customers, closely trailed by Sky with 5.
Broadband complaints per 100,000 customers:
– Plusnet – 4
– Sky – 5
– Virgin Media – 6
– EE – 6
– BT – 7
– Vodafone – 8
– TalkTalk – 10
A spokesperson from TalkTalk responded to the findings by stating, “We are currently in the process of revamping our customer service to better address and resolve the root causes of complaints, as well as enhancing our communication with customers during challenging situations.”
While expressing disappointment with the results, the spokesperson added, “We are committed to investing in providing an improved Wi-Fi experience for all our customers. We anticipate seeing the benefits of these efforts reflected in future quarters.”
Additionally, Ofcom’s report ranked providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers. TalkTalk and Sky emerged as the best-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, commented, “It is heartening to see a decline in broadband complaints to their lowest levels since our records began. Companies must remain vigilant and continually strive to enhance their services and provide an excellent customer experience.”
Luna-Esteban encouraged dissatisfied customers to explore other providers, emphasizing the ease of shopping around and saving money through end-of-contract alerts, simplified contract summaries, and streamlined switching processes for broadband and mobile services.
