The most recent data on broadband complaints has brought a mix of positive and negative news. Starting with the positive aspect, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints against 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.
While complaints have decreased overall, there is less favorable news for TalkTalk customers, as this provider is not performing as well compared to its competitors.
Ofcom’s new report reveals 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 similar to the previous quarter. Most complaints were related to issues such as faults, service and provisioning, complaints handling, and billing, pricing, and charges.”
In terms of complaints per 100,000 customers, TalkTalk had 10 complaints, surpassing Vodafone with 8 and BT with 7. On the positive side, Plusnet had the lowest number of complaints at just four per 100,000 customers, followed closely by Sky with five.
Ranking of 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 by addressing root causes of complaints and improving communication with customers during service issues.
Ofcom’s report also evaluated providers for landline and pay-TV services. Utility Warehouse, Sky, Virgin Media, and Vodafone were rated the best for landline services, each receiving only two complaints per 100,000 customers. TalkTalk and Sky emerged as the top performers for pay-TV services, recording only two complaints per 100,000 customers.
Ranking of 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, expressed satisfaction with the decline in broadband complaints and urged companies to continue improving services for a better customer experience. Luna-Esteban encouraged dissatisfied customers to explore other providers, highlighting the ease of switching services in recent years with improved processes and alerts.
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