The most recent data on broadband complaints has brought a mix of positive and negative developments. Starting with the positive aspect, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints regarding major broadband providers in the UK have reached their lowest point on record. This marks a significant decline 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 concerning news for TalkTalk customers, as the provider has not performed as well as its competitors. Ofcom’s latest 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 complaints remaining at similar levels to the previous quarter. The majority of complaints were related to faults, service and provisioning, complaints handling, and issues with billing, pricing, and charges.”
In terms of specific complaint numbers 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 4 per 100,000 customers, closely followed by Sky with 5.
The rankings for broadband complaints per 100,000 customers are as follows:
– Plusnet: 4
– Sky: 5
– Virgin Media: 6
– EE: 6
– BT: 7
– Vodafone: 8
– TalkTalk: 10
In response to the findings, a spokesperson from TalkTalk expressed their commitment to enhancing customer service and addressing the root causes of complaints to provide a better experience for customers.
Additionally, Ofcom’s report also assessed providers in the landline and pay-TV services sectors. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position with only two complaints per 100,000 customers. TalkTalk and Sky were the highest performers among pay-TV providers, each recording just two complaints per 100,000 customers.
The rankings for pay-TV complaints per 100,000 customers are as follows:
– TalkTalk: 2
– Sky: 2
– Virgin Media: 3
– EE: 4
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, emphasized the importance of companies continually improving their services to deliver excellent customer experiences. Customers dissatisfied with their current provider are encouraged to explore other options, with initiatives in place to facilitate easier switching and better value for consumers.