The most recent data on broadband complaints reveals a mix of positive and negative developments. On the bright side, the latest statistics from Ofcom indicate an overall improvement in the broadband industry landscape.
According to the UK regulator, complaints concerning the largest broadband providers in the UK have reached their lowest point on record. The figures have significantly decreased from a high of 40 complaints per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
Despite the decline in grievances, TalkTalk customers are facing some challenges as the provider lags behind its competitors in performance. Ofcom’s latest information highlights TalkTalk as the most complained-about broadband provider in the UK for the period between January and March 2026.
Ofcom stated, “TalkTalk emerged as the most complained-about broadband provider, with complaint levels remaining consistent compared to the previous quarter. The complaints mainly revolved around faults, service quality, provisioning, complaints handling, and issues related to billing, pricing, and charges.”
In terms of complaints per 100,000 customers, TalkTalk topped the list with 10 complaints, followed by Vodafone with 8 and BT with 7. Conversely, Plusnet showed the best performance with only four complaints per 100,000 customers, closely followed by Sky with five.
The report from Ofcom also evaluated providers in the landline and pay-TV sectors. For landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position, each recording just two complaints per 100,000 customers. In the pay-TV category, TalkTalk and Sky excelled with only two complaints per 100,000 customers.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commented, “The decrease in broadband complaints to record lows is heartening. Companies should not rest on their laurels and must strive continually to enhance their services and provide an excellent customer experience.”
Luna-Esteban added, “We encourage dissatisfied customers to explore other options. In recent years, we have simplified the process for people to switch providers and save money by introducing end-of-contract alerts, straightforward contract summaries, and easier switching mechanisms for broadband and mobile services.”