The most recent data on broadband complaints reveals a mix of positive and negative trends. Starting with the positive news, according to the latest statistics released by Ofcom, the overall situation in the broadband industry is showing signs of improvement.
Ofcom reports that complaints against major broadband providers in the UK have dropped to their lowest levels on record. The figures have significantly decreased from 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 complaints, TalkTalk customers are facing challenges as the provider is not performing 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 stated, “TalkTalk was the most complained-about broadband provider, with complaint levels remaining consistent with the previous quarter. Most complaints were related to faults, service issues, provisioning, complaints handling, as well as problems with billing, pricing, and charges.”
TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). On the positive side, Plusnet had the fewest complaints at four per 100,000 customers, closely followed by Sky with five.
In the realm of landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position with just two complaints per 100,000 customers. For pay-TV services, TalkTalk and Sky performed the best, each recording only two complaints per 100,000 customers.
Ofcom’s Director of Consumers and Retail Markets, Cristina Luna-Esteban, expressed, “It’s promising to see a decrease in broadband complaints to their lowest levels on record. Companies should not be complacent, and we expect continuous efforts to enhance services and provide an excellent customer experience.”
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, straightforward contract summaries, and easier switching procedures for broadband and mobile services.”