The most recent data on broadband complaints has revealed a mix of positive and negative trends. Starting with the positive news, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
Ofcom, the UK regulator, reports that complaints regarding the largest broadband providers in the UK have reached their lowest levels on record. The figures 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.
Despite the decline in complaints, there are concerns for TalkTalk customers as this provider is not performing as well as its competitors. Ofcom’s data highlights 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.
According to Ofcom, TalkTalk maintained a similar level of complaints compared to the previous quarter, with issues primarily related to faults, service quality, provisioning, complaints handling, and billing discrepancies. TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). Conversely, Plusnet had the lowest complaint rate with just four complaints per 100,000 customers, followed closely by Sky with five.
Regarding landline and pay-TV services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers for landlines. In the pay-TV sector, TalkTalk and Sky were the best performers, each receiving only two complaints per 100,000 customers.
In response to the findings, a TalkTalk spokesperson expressed disappointment but highlighted ongoing efforts to enhance customer service and address the root causes of complaints. Ofcom’s Cristina Luna-Esteban emphasized the importance of continuous improvement in services and a focus on delivering a positive customer experience.
Encouraging dissatisfied customers to explore other providers, Ofcom emphasized the availability of easier switching processes and initiatives aimed at empowering consumers to make informed choices.