The most recent data on broadband complaints has been released, revealing a mix of positive and negative trends. Starting with the positive news, the latest statistics from Ofcom indicate an overall improvement in the broadband industry landscape.
According to the UK regulator, complaints lodged against the largest broadband providers in the UK have decreased to their lowest level on record. The decline has been significant, dropping 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 the number of complaints has decreased overall, there is less favorable news for TalkTalk customers, as the provider has not performed as well as its competitors. Ofcom’s data shows that TalkTalk received the highest volume of customer complaints in the period 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. Complaints were primarily related to faults, service delivery, complaints handling, and issues with billing and pricing.”
In terms of specific numbers, TalkTalk registered 10 complaints per 100,000 customers, surpassing Vodafone (8) and BT (7). Conversely, Plusnet led the rankings with only four complaints per 100,000 customers, closely followed by Sky with five.
The rankings for broadband complaints per 100,000 customers are as follows:
– Plusnet – 4
– Sky – 5
– Virgin Media – 6
– EE – 6
– BT – 7
– Vodafone – 8
– TalkTalk – 10
In response to the findings, a spokesperson from TalkTalk expressed plans to enhance their customer service by addressing the root causes of complaints and improving communication during service disruptions. They emphasized ongoing investments to elevate the Wi-Fi experience for customers.
Additionally, Ofcom’s report evaluated providers for landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position with just two complaints per 100,000 customers each. TalkTalk and Sky emerged as the best-performing pay-TV providers, each receiving only two complaints per 100,000 customers.
The rankings for pay-TV complaints per 100,000 customers are as follows:
– TalkTalk – 2
– Sky – 2
– Virgin Media – 3
– EE – 4
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, commended the decrease in broadband complaints to historic lows but urged companies to continuously strive for service improvements and exceptional customer experiences. She encouraged dissatisfied customers to explore alternative providers, highlighting recent regulatory changes facilitating easier switching processes and cost savings.
By opting for Daily Mirror as a ‘Preferred Source’ on Google News, users can efficiently access the news content they value.