The most recent data on broadband complaints has been released, presenting a mix of positive and negative outcomes. To begin with the positive aspect, the latest statistics from Ofcom indicate an overall improvement in the broadband industry’s performance.
According to the UK regulator, complaints regarding major broadband providers in the UK have reached their lowest point since tracking began. 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, there is concerning news for TalkTalk customers, as this provider has not been as successful as its competitors. Ofcom’s new figures reveal that TalkTalk received the highest volume 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. The 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. Conversely, Plusnet ranked at the top with only four complaints per 100,000 customers, closely followed by Sky with five.
The report from Ofcom also assessed providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with just two complaints per 100,000 customers each. TalkTalk and Sky performed the best among pay-TV providers, each registering only two complaints per 100,000 customers.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commented, “It’s positive to see a reduction in broadband complaints to their lowest levels on record. Companies should not be complacent and are expected to continuously enhance their services to ensure a superior customer experience.”
Luna-Esteban added, “We encourage dissatisfied customers to consider alternatives. In recent times, we have made it simpler for individuals to compare and save by introducing end-of-contract notifications, clear contract summaries, and streamlined switching processes for broadband and mobile services.”