The most recent broadband complaint data has been released, bringing both 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 about major 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 decrease in complaints overall, TalkTalk customers are facing challenges as the provider is not performing as well as its competitors. Ofcom’s data reveals that TalkTalk received the highest number of customer complaints in the period 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 complaints mainly revolved around faults, service and provisioning, complaints handling, and issues with billing, pricing, and charges.”
In terms of complaints per 100,000 customers, TalkTalk led with 10 complaints, followed by 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, closely followed by Sky with five.
Regarding 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 results, a TalkTalk spokesperson expressed their commitment to enhancing customer service by addressing complaint root causes and improving communication during service disruptions. They acknowledged the disappointment in the results but highlighted ongoing investments to enhance customer experience.
Ofcom’s report also evaluated providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers. In the pay-TV category, TalkTalk and Sky performed the best, each receiving only two complaints per 100,000 customers.
In the pay-TV complaints per 100,000 customers ranking:
– 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 continuously improving their services to provide an excellent customer experience. She encouraged dissatisfied customers to explore alternative providers, highlighting the ease of switching services in recent years.
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