The most recent broadband complaint data has been released, revealing a mix of positive and negative developments. Starting with the upbeat news, the latest statistics from Ofcom indicate an overall improvement in the broadband industry’s performance.
Ofcom reports a significant decline in complaints about the largest broadband providers in the UK, marking the lowest level of complaints since records began. The figures have plummeted 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.
However, while overall complaints have decreased, TalkTalk customers are facing challenges as the provider lags behind its competitors. Ofcom’s data highlights TalkTalk as the most complained-about broadband provider in the UK for the period between January and March 2026.
According to Ofcom, TalkTalk maintained high complaint levels similar to the previous quarter, with most complaints revolving around faults, service issues, provisioning, complaints handling, and billing discrepancies. TalkTalk recorded 10 complaints per 100,000 customers, surpassing Vodafone’s 8 and BT’s 7 complaints. On the contrary, Plusnet emerged with the lowest complaints at just four per 100,000 customers, closely followed by Sky with five.
In response to these findings, a spokesperson from TalkTalk expressed disappointment while emphasizing ongoing efforts to enhance customer service, resolve underlying complaints, and improve communication with customers during problem resolution.
In addition to broadband services, Ofcom’s report also evaluated providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top ranking with only two complaints per 100,000 customers. In the pay-TV category, TalkTalk and Sky performed well, each receiving only two complaints per 100,000 customers.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commended the decrease in broadband complaints to record lows, urging companies to maintain service improvements and deliver exceptional customer experiences. Luna-Esteban encouraged dissatisfied customers to explore alternative providers, highlighting recent regulatory changes that make switching providers more accessible and transparent.
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