The most recent broadband complaint data has been released, revealing a mix of positive and negative news. On the bright side, the latest figures 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 on record. 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 decline in complaints, TalkTalk customers are facing challenges as the provider has garnered the highest number of complaints in the January to March 2026 period, making it the most complained-about broadband provider in the UK.
Ofcom reported that TalkTalk maintained high complaint levels compared to the previous quarter, with issues primarily revolving around faults, service quality, provisioning, complaints handling, and billing discrepancies.
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone with 8 complaints and BT with 7. Conversely, Plusnet emerged as the top performer with only 4 complaints per 100,000 customers, followed closely by Sky with 5.
The complaint rankings per 100,000 customers are 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 expressed commitment to enhancing customer service by addressing root causes of complaints and improving communication during service disruptions. The company is investing in improving customer experience and anticipates positive changes in the future.
Additionally, 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. TalkTalk and Sky excelled as the best-performing pay-TV providers, each receiving only two complaints per 100,000 customers.
Regarding 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 enhance services and deliver exceptional customer experiences. She encouraged dissatisfied customers to explore alternative providers, citing regulatory improvements that facilitate easier switching and cost savings.
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