The most recent data on broadband complaints reveals a mix of positive and negative developments. Starting with the positive news, according to the latest statistics from Ofcom, the overall situation in the broadband industry is showing signs of improvement.
Ofcom reports that complaints against major broadband providers in the UK have reached their lowest point since records began. The number of complaints has significantly decreased from a peak of 40 per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
Despite the decline in complaints overall, there is less favorable news for customers of TalkTalk, as this provider is not performing as well as its competitors.
Ofcom’s data indicates that TalkTalk received the highest volume 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 consistent compared to the previous quarter,” stated Ofcom. “Complaints primarily centered around faults, service and provisioning, complaints handling, as well as issues related to billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the other end of the spectrum, Plusnet had the fewest complaints at four per 100,000 customers, followed closely by Sky with five.
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 mentioned, “We are actively enhancing our customer service to better address and resolve the underlying causes of complaints, while also improving our communication with customers during service disruptions.”
“While we are disappointed by these results, we are committed to investing in providing an enhanced Wi-Fi experience for all our customers, with the expectation that these efforts will lead to better outcomes for customers in the future,” the spokesperson added.
Ofcom’s report also rated providers for landline and pay-TV services.
For landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position, each with only two complaints per 100,000 customers.
In terms of pay-TV services, TalkTalk and Sky were the top performers, with each recording only 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, expressed, “It’s positive to see a decline in broadband complaints to the lowest levels on record. Companies should not become complacent, and we anticipate ongoing efforts to enhance services and deliver excellent customer experiences.”
“We encourage dissatisfied customers to explore other options. In recent years, we have simplified the process for people to compare and save by introducing end-of-contract alerts, concise contract summaries, and smoother switching procedures for broadband and mobile services,” Luna-Esteban added.