The most recent data on broadband complaints has brought a mix of positive and negative news. Starting with the positive side, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
Ofcom reports that complaints regarding the largest broadband providers in the UK have reached their lowest point on record. The numbers have significantly declined 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, TalkTalk customers are facing challenges as the provider is not performing as well as its competitors. According to Ofcom’s data, TalkTalk received the highest number of customer complaints in the period from January to March 2026, making it the most complained-about broadband provider in the UK.
Ofcom noted, “TalkTalk was the most complained-about broadband provider, with complaint levels remaining similar to the previous quarter. Complaints mainly centered around faults, service and provisioning, complaints handling, and issues related to 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 ranked the best with only four complaints 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 findings, a TalkTalk spokesperson mentioned ongoing efforts to enhance customer service and address underlying issues leading to complaints, aiming to provide a better experience for all customers.
Ofcom’s report also evaluated providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone were at the top spot with only two complaints per 100,000 customers. TalkTalk and Sky were the top performers for pay-TV services, each receiving only two complaints per 100,000 customers.
On pay-TV complaints per 100,000 customers:
– TalkTalk – 2
– Sky – 2
– Virgin Media – 3
– EE – 4
Cristina Luna-Esteban, Director of Consumers and Retail Markets at Ofcom, emphasized the importance of companies continuing to improve services and deliver excellent customer experiences. Luna-Esteban encouraged dissatisfied customers to explore other service providers, mentioning the initiatives introduced to facilitate switching processes and enhance consumer choice.