The most recent data on broadband complaints has brought a mix of positive and negative news. Starting with the positive, the latest statistics from Ofcom reveal an overall improvement in the broadband industry.
According to the UK regulator, complaints concerning major 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’s performance lags behind its competitors. Ofcom’s report indicates that TalkTalk received the highest number of customer complaints from January to March 2026, making it the most complained-about broadband provider in the UK.
Ofcom stated, “TalkTalk was identified as the most complained-about broadband provider, with complaint levels remaining consistent compared to the previous quarter. Issues primarily revolved around faults, service quality, provisioning, complaints handling, and billing discrepancies.”
In the ranking of complaints per 100,000 customers, TalkTalk led with 10 complaints, followed by Vodafone with 8 and BT with 7. Conversely, Plusnet had the lowest rate of complaints at 4 per 100,000 customers, closely followed by Sky with 5 complaints.
Regarding landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers. For pay-TV services, TalkTalk and Sky were the top performers, each recording just two complaints per 100,000 customers.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed satisfaction with the decrease in broadband complaints to record lows. Luna-Esteban emphasized the importance of companies continuously improving their services to deliver a positive customer experience.
Encouraging dissatisfied customers to explore other providers, Luna-Esteban highlighted the enhanced ease of switching services due to measures like end-of-contract alerts and simplified contract summaries introduced in recent years for both broadband and mobile services.
