The most recent complaint data regarding broadband services has been released, revealing a mix of positive and negative trends. On the bright side, 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 figures 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, TalkTalk customers are facing challenges as the provider did not perform as well as its competitors in the recent data.
Ofcom’s report highlights that TalkTalk received the highest number of customer complaints between January and March 2026, positioning it as the most complained-about broadband provider in the UK.
“TalkTalk emerged as the most complained-about broadband provider, with complaint levels remaining similar to the previous quarter,” stated Ofcom. The complaints mainly revolved around issues related to faults, service quality, provisioning, complaints handling, as well as billing and pricing problems.
In terms of complaints per 100,000 customers, TalkTalk led with 10 complaints, followed by Vodafone with 8 and BT with 7. Conversely, Plusnet stood out with only four complaints per 100,000 customers, closely followed by Sky with five complaints.
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 representative from TalkTalk expressed their commitment to enhancing customer service by addressing the root causes of complaints and improving communication during service disruptions.
Ofcom’s report also assessed providers in the landline and pay-TV sectors.
For landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers.
Regarding pay-TV services, TalkTalk and Sky performed the best, 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, emphasized the importance of companies continuously striving to improve services and deliver exceptional customer experiences, despite the positive trend of decreasing broadband complaints.
Luna-Esteban encouraged dissatisfied customers to explore other provider options, highlighting the increased accessibility of shopping around and saving money through various consumer-friendly initiatives introduced in recent years.