The most recent data on broadband complaints has been released, revealing a mix of positive and negative trends. Starting with the positive news, the latest figures from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints regarding major broadband providers in the UK have reached their lowest point on record. The numbers have significantly decreased from a high of 40 per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
While complaints have decreased overall, TalkTalk customers are facing challenges as the provider did not perform as well as its competitors. Ofcom’s data highlights that TalkTalk received the highest number of customer complaints between January and March 2026, positioning it as the most complained-about broadband provider in the UK.
Ofcom reported, “TalkTalk was the most complained-about broadband provider, with consistent complaint levels compared to the previous quarter. Complaints mainly centered around faults, service issues, provisioning, complaints handling, and billing, pricing, and charges problems.”
In terms of complaints per 100,000 customers, TalkTalk led with 10 complaints, followed by Vodafone with 8 and BT with 7. Conversely, Plusnet had the fewest complaints at just 4 per 100,000 customers, closely trailed by Sky with 5.
The results prompted a response from a TalkTalk spokesperson who stated, “We are actively enhancing our customer service to identify and address the root causes of complaints better, and are improving our communication with customers during service disruptions. While we are disappointed by these results, our ongoing investments aim to provide an enhanced Wi-Fi experience for all customers, which we anticipate will reflect positively in the coming quarters.”
In addition to broadband services, Ofcom’s report also evaluated providers for landline and pay-TV services. Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot for landlines with only two complaints per 100,000 customers. In the pay-TV sector, TalkTalk and Sky were the top performers, each receiving only two complaints per 100,000 customers.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed, “Seeing broadband complaints decline to record lows is promising. Companies should not be complacent and must continuously strive to enhance their services to ensure a superior customer experience.”
Luna-Esteban added, “We encourage dissatisfied customers to consider switching providers. With the introduction of end-of-contract alerts, simplified contract summaries, and streamlined switching processes for broadband and mobile services in recent years, it is now easier than ever for individuals to explore options and save money.”
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