The most recent data on broadband complaints has been released, showing a mix of positive and negative trends. Starting with the positive news, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints against the largest broadband providers in the UK have reached their lowest point since records began. The numbers have significantly decreased from a high 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 this provider is lagging behind its competitors in customer satisfaction.
Ofcom’s data 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 complaint levels remaining consistent with the previous quarter. Complaints were primarily related to faults, service issues, 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. On the other end of the spectrum, Plusnet had the lowest number of complaints at just 4 per 100,000 customers, closely followed by Sky with 5.
The ranking of broadband complaints per 100,000 customers is 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 ongoing efforts to enhance customer service and address the root causes of complaints, aiming to provide an improved Wi-Fi experience for customers.
Additionally, Ofcom’s report also evaluated providers for landline and pay-TV services, with Utility Warehouse, Sky, Virgin Media, and Vodafone sharing the top spot for landlines, each receiving only two complaints per 100,000 customers. For pay-TV services, TalkTalk and Sky were the top performers, with just two complaints per 100,000 customers each.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, emphasized the importance of companies continually improving their services and customer experiences despite the positive trend in falling broadband complaints. Luna-Esteban encouraged dissatisfied customers to explore other providers and highlighted the regulatory changes that have made it easier for consumers to switch broadband and mobile services.
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