The most recent data on broadband complaints reveals a mix of positive and negative news. Beginning with the positive update, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
According to the UK regulator, complaints about the largest broadband providers in the UK have reached their lowest point since records began. The figures have seen a significant decline from a peak of 40 complaints per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
Despite the decrease in grievances overall, TalkTalk customers face disappointing news as the provider lags behind its competitors in performance.
Ofcom’s new figures highlight TalkTalk as the broadband provider with the highest number of customer complaints between January and March 2026, earning the unenviable title of the most complained-about broadband provider in the UK.
“TalkTalk emerged as the most complained-about broadband provider, with complaint levels remaining consistent with the previous quarter,” remarked Ofcom. “The complaints primarily revolved around faults, service and provisioning, complaints handling, as well as issues related to billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the opposite end of the spectrum, Plusnet ranked the best 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 these findings, a TalkTalk spokesperson stated, “We are currently undergoing a customer service transformation to better identify and rectify the root causes of complaints, while also enhancing our communication with customers during service disruptions.”
“Though we are naturally disappointed by these results, we are dedicated to investing in delivering an improved Wi-Fi experience for all our customers, and we anticipate seeing this reflected in future performance metrics.”
Additionally, Ofcom’s report ranked providers in terms of landline and pay-TV services.
For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position, with only two complaints per 100,000 customers.
TalkTalk and Sky stood out as the best-performing pay-TV providers, each recording 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, expressed, “It is heartening to see broadband complaints declining to their lowest levels on record. Companies must not rest on their laurels, and we expect them to continuously strive for service improvement and deliver an exceptional customer experience.”
“We encourage dissatisfied customers to take action by considering alternative providers. In recent years, we have simplified the process of shopping around and saving money through initiatives like end-of-contract alerts, straightforward contract summaries, and easier switching procedures for broadband and mobile services.”