The most recent broadband complaint data has been released, revealing a mix of positive and negative developments. Firstly, the good news is that overall, the broadband industry is showing signs of improvement, according to the latest statistics from Ofcom.
Complaints about major broadband providers in the UK have reached their lowest point on record, with a significant decrease from 40 per 100,000 customers in 2011 to just six per 100,000 customers in the first quarter of 2026.
Despite this overall improvement, TalkTalk customers are facing challenges as the provider has emerged as the most complained-about broadband service in the UK during the period from January to March 2026.
According to Ofcom, TalkTalk received the highest number of customer complaints, with issues mainly revolving around faults, service quality, provisioning, complaints handling, and billing problems. TalkTalk recorded 10 complaints per 100,000 customers, surpassing Vodafone with 8 complaints and BT with 7 complaints. Conversely, Plusnet led with only four complaints per 100,000 customers, closely followed by Sky with five complaints.
In response to the findings, a spokesperson from TalkTalk acknowledged the results and highlighted ongoing efforts to enhance customer service and address complaints effectively.
Ofcom’s report also evaluated landline and pay-TV services, with Utility Warehouse, Sky, Virgin Media, and Vodafone sharing the top spot for landline services, each receiving only two complaints per 100,000 customers. TalkTalk and Sky were recognized as the best-performing pay-TV providers, with just two complaints per 100,000 customers.
Director of Consumers and Retail Markets at Ofcom, Cristina Luna-Esteban, commended the decrease in broadband complaints and emphasized the importance of companies continuously striving to enhance services and deliver excellent customer experiences. Luna-Esteban encouraged dissatisfied customers to explore alternative providers, noting that recent regulatory changes have simplified the process of switching broadband and mobile services.