The most recent report on broadband complaints reveals a mix of positive and negative updates. Starting with the positive news, Ofcom’s latest statistics indicate an overall improvement in the broadband industry.
According to Ofcom, complaints against major broadband providers in the UK have reached their lowest point since records began. The figures have significantly decreased from a peak of 40 complaints per 100,000 customers in 2011 to just six complaints per 100,000 customers in the first quarter of 2026.
While overall complaints have decreased, TalkTalk customers have experienced a less satisfactory service compared to other providers. Ofcom’s data highlights TalkTalk as the most complained-about broadband provider in the UK between January and March 2026.
Ofcom stated, “TalkTalk was the most complained-about broadband provider, with consistent complaint levels compared to the previous quarter. Complaints mainly centered around faults, service issues, provisioning, complaints handling, and billing discrepancies.”
In the complaints per 100,000 customers ranking, TalkTalk led with 10 complaints, followed by Vodafone with 8 and BT with 7. In contrast, Plusnet excelled with only four complaints per 100,000 customers, closely followed by Sky with five.
The broadband complaints per 100,000 customers were as follows:
– Plusnet – 4
– Sky – 5
– Virgin Media – 6
– EE – 6
– BT – 7
– Vodafone – 8
– TalkTalk – 10
In response to the results, a spokesperson from TalkTalk mentioned ongoing efforts to enhance customer service and address the root causes of complaints, aiming for an improved customer experience in the future.
Apart from broadband services, Ofcom also evaluated landline and pay-TV providers. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position with only two complaints per 100,000 customers. In the pay-TV category, TalkTalk and Sky performed best, each receiving only two complaints per 100,000 customers.
Regarding 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, emphasized the importance of companies continuously striving to enhance services and provide excellent customer experiences. She encouraged dissatisfied customers to consider switching providers and highlighted recent initiatives to simplify the process.
Overall, the report indicates a positive trend of decreasing broadband complaints, though companies are urged to maintain efforts in improving service quality and customer satisfaction.