The most recent data on broadband complaints reveals a mix of positive and negative trends. Starting on a brighter note, the latest statistics from Ofcom indicate an overall improvement in the broadband industry’s performance.
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 only six complaints per 100,000 customers in the first quarter of 2026.
While overall complaints have reduced, there is concerning news for TalkTalk customers as the provider is lagging behind its competitors in customer satisfaction.
Ofcom’s report highlights that TalkTalk received the highest number of complaints between January and March 2026, making it the most complained-about broadband provider in the UK.
“TalkTalk stood out as the most complained-about broadband provider, with complaint levels remaining consistent with the previous quarter,” noted Ofcom. The complaints mainly revolved around issues such as faults, service quality, provisioning, complaints handling, and billing discrepancies.
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). In contrast, Plusnet excelled with only four complaints per 100,000 customers, closely followed by Sky with five.
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 spokesperson from TalkTalk expressed their commitment to enhancing customer service and resolving underlying issues to provide a better experience for customers.
Ofcom’s report also evaluated providers for landline and pay-TV services. Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position for landline services, each with only two complaints per 100,000 customers. When it comes to pay-TV, TalkTalk and Sky performed exceptionally well, with just 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 improving their services to ensure a positive customer experience. She encouraged dissatisfied customers to explore other options, mentioning the regulatory efforts to facilitate easier switching between providers.
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