The most recent data on broadband complaints has been released, showcasing a mix of positive and negative trends. Starting with the positive news, according to the latest report from Ofcom, the overall situation in the broadband sector is showing signs of improvement.
Ofcom’s report indicates that complaints against major broadband providers in the UK have reached their lowest point 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.
While overall complaints have decreased, there is a downside for TalkTalk customers, as the provider has not been performing 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.
Ofcom stated, “TalkTalk was the most complained-about broadband provider, with consistent complaint levels compared to the previous quarter. The majority of complaints were related to faults, service and provisioning, complaints handling, and issues with billing, pricing, and charges.”
In terms of specific complaint numbers per 100,000 customers, TalkTalk led with 10 complaints, followed by Vodafone with 8 and BT with 7. Conversely, Plusnet ranked best with only four complaints per 100,000 customers, closely trailed by Sky with five.
For landline services, Utility Warehouse, Sky, Virgin Media, and Vodafone were the top performers, each receiving just two complaints per 100,000 customers. In the pay-TV segment, TalkTalk and Sky excelled with only two complaints per 100,000 customers.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed optimism about the declining broadband complaints, emphasizing the importance of companies continuously improving their services to deliver a superior customer experience. Luna-Esteban encouraged dissatisfied customers to explore other options, highlighting the enhanced transparency and convenience in switching providers introduced in recent years.
