The most recent data on broadband complaints reveals a mix of positive and negative news. Starting with the positive side, the latest statistics from Ofcom indicate an overall improvement in the broadband industry landscape.
According to the UK regulator, complaints regarding major broadband providers in the UK have reached their lowest point on record. The numbers have significantly 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 decrease in complaints, there is a downside for TalkTalk customers as the provider did not perform as well as its competitors. Ofcom’s new findings highlight TalkTalk as the most complained-about broadband provider in the UK between January and March 2026.
Ofcom stated, “TalkTalk was the most complained-about broadband provider, with consistent complaint levels compared to the previous quarter. Complaints mainly revolved around faults, service issues, provisioning, complaints handling, and billing discrepancies.”
TalkTalk received 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the positive end of the spectrum, Plusnet had the fewest complaints at four per 100,000 customers, followed closely 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 results, a TalkTalk spokesperson mentioned ongoing efforts to enhance customer service, resolve underlying issues behind complaints, and improve communication with customers during service disruptions.
Ofcom’s report also evaluated providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with just two complaints per 100,000 customers. In the pay-TV category, TalkTalk and Sky performed the best, each registering 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, emphasized the importance of continuous improvement in service quality and customer experience. Luna-Esteban encouraged dissatisfied customers to consider switching providers, highlighting the increased ease of comparing options and saving money due to regulatory improvements in the broadband and mobile sectors.