The most recent data on broadband complaints has been released, revealing a mix of positive and negative insights. On the positive side, the latest statistics from Ofcom indicate an overall improvement in the broadband industry’s performance.
According to the UK regulator, complaints against major broadband providers in the UK have reached their lowest level on record. The number of complaints has significantly decreased from 40 per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
Despite the overall decrease in complaints, TalkTalk customers have faced challenges as the provider did not perform as well as its competitors. Ofcom’s data shows that TalkTalk received the highest number of customer complaints between January and March 2026, making it the most complained-about broadband provider in the UK.
Ofcom reported, “TalkTalk was the most complained-about broadband provider, with complaints remaining at similar levels to the previous quarter. The complaints mainly centered around faults, service and provisioning, complaints handling, and issues related to billing, pricing, and charges.”
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 followed by Sky with 5.
The report by Ofcom also evaluated providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with only two complaints per 100,000 customers. In the pay-TV category, TalkTalk and Sky were the best performers, each receiving only two complaints per 100,000 customers.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commented, “It’s positive to see a decline in broadband complaints to their lowest levels on record. Companies should not be complacent, and we expect them to continuously enhance their services and deliver excellent customer experiences.”
Luna-Esteban added, “We encourage dissatisfied customers to consider switching providers. In recent years, we have simplified the process for people to compare and save by introducing end-of-contract alerts, clearer contract summaries, and easier switching mechanisms for broadband and mobile services.”