The most recent data on broadband complaints has been released, bringing both positive and negative news. Starting with the positive side, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
Ofcom reports that complaints regarding the largest broadband providers in the UK have reached their lowest point since records began. 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 drop in complaints, there is concerning news for TalkTalk customers, as this provider is not meeting the performance levels of its competitors.
According to Ofcom’s data, TalkTalk received the highest number of customer complaints between January and March 2026, making it the most complained-about broadband provider in the UK.
“TalkTalk was identified as the most complained-about broadband provider, with complaint levels remaining similar to the previous quarter,” stated Ofcom. The complaints mainly centered around faults, service and provisioning, complaints handling, as well as issues with billing, pricing, and charges.
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone with 8 complaints and BT with 7. On the positive side, Plusnet ranked the best 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 mentioned ongoing efforts to enhance customer service and address the root causes of complaints, with a focus on improving communication during service disruptions.
Ofcom’s report also evaluated providers for landline and pay-TV services. Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot for landlines, each receiving only two complaints per 100,000 customers.
For pay-TV, TalkTalk and Sky emerged as the best-performing providers, each recording 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, highlighted the positive trend of declining broadband complaints and emphasized the need for companies to continually enhance their services to deliver a superior customer experience.
Luna-Esteban encouraged dissatisfied customers to consider switching providers, emphasizing the availability of simplified processes for broadband and mobile services to facilitate easier switching and potential cost savings.