The most recent data on broadband complaints reveals a mix of positive and negative developments. Starting with the positive news, the latest statistics from Ofcom indicate an overall improvement in the broadband industry landscape.
Ofcom, the UK regulator, reports that complaints concerning the largest broadband providers in the UK have reached their lowest point on record. The figures have significantly reduced from 40 complaints per 100,000 customers in 2011 to just six complaints per 100,000 customers in the first quarter of 2026.
Despite the decline in complaints, there is concerning news for TalkTalk customers, as this provider is not meeting expectations compared to its competitors.
According to Ofcom’s recent data, TalkTalk received the highest number of customer complaints from January to 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 remaining steady compared to the previous quarter. Most complaints were related to faults, service and provisioning, complaints handling, and issues with billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone with 8 complaints and BT with 7 complaints. 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 TalkTalk spokesperson mentioned, “We are currently in the process of enhancing our customer service to address the root causes of complaints more effectively and to enhance 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 position with just two complaints per 100,000 customers. TalkTalk and Sky performed best among pay-TV providers, each receiving 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, commented, “It’s positive to see a decrease in broadband complaints to the lowest levels since our records began. Companies need to maintain their focus on improvement and delivering excellent customer experiences.”
Luna-Esteban added, “We encourage dissatisfied customers to explore other provider options. With recent enhancements in contract alerts, simplified summaries, and smoother switching processes for broadband and mobile services, it is now easier than ever for consumers to find better deals and save money.”
