The most recent broadband complaint data has been released, presenting a mix of positive and negative news. Starting with the positive aspect, the latest statistics from Ofcom indicate an overall improvement in the broadband industry.
Ofcom reports that complaints regarding major broadband providers in the UK have reached their lowest level ever recorded. The numbers have significantly decreased from 40 complaints per 100,000 customers in 2011 to just six complaints per 100,000 customers in the first quarter of 2026.
While complaints have decreased overall, TalkTalk customers face some challenges as the provider did not perform as well as its competitors. Ofcom’s data reveals 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.
According to Ofcom, TalkTalk maintained similar complaint levels to the previous quarter, with most complaints revolving around faults, service issues, provisioning problems, complaints handling, and billing difficulties. TalkTalk recorded 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the other end of the spectrum, Plusnet led with only four complaints per 100,000 customers, followed closely by Sky with five.
In response to the results, a TalkTalk spokesperson acknowledged the disappointment and highlighted ongoing efforts to enhance customer service and address complaint root causes, aiming to provide a better experience for all customers.
Additionally, Ofcom’s report assessed providers in landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top spot with just two complaints per 100,000 customers. TalkTalk and Sky were the top-performing pay-TV providers, each receiving only two complaints per 100,000 customers.
Ofcom’s Director of Consumers and Retail Markets, Cristina Luna-Esteban, expressed optimism about the decline in broadband complaints and urged companies to continuously improve services. Luna-Esteban encouraged dissatisfied customers to explore other provider options, emphasizing the ease of switching due to regulatory changes promoting consumer choice and savings.
