The most recent data on broadband complaints has been released, showing a mix of positive and negative trends. Starting with the positive news, Ofcom’s latest statistics indicate an overall improvement in the broadband industry landscape.
According to the UK regulator, complaints regarding major broadband providers in the country have reached their lowest point on record. The numbers have significantly decreased 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 complaints have decreased overall, TalkTalk customers are facing challenges as the provider did not perform as well as its competitors in the recent data from Ofcom. TalkTalk emerged as the most complained-about broadband provider in the UK between January and March 2026.
Ofcom stated, “TalkTalk was the most complained-about broadband provider, with complaint levels remaining consistent compared to the previous quarter. Complaints were mainly related to faults, service issues, provisioning, complaints handling, and billing discrepancies.”
TalkTalk received 10 complaints per 100,000 customers, leading ahead of Vodafone with 8 complaints and BT with 7. Conversely, Plusnet had the fewest complaints at just four per 100,000 customers, closely followed by Sky with five.
Broadband Complaints per 100,000 customers:
– Plusnet – 4
– Sky – 5
– Virgin Media – 6
– EE – 6
– BT – 7
– Vodafone – 8
– TalkTalk – 10
In response to the data, a TalkTalk spokesperson mentioned ongoing efforts to enhance customer service by addressing root causes of complaints and improving communication with customers during service disruptions. They expressed disappointment with the results but highlighted ongoing investments to enhance the customer experience.
Ofcom’s report also evaluated providers in landline and pay-TV services. For landlines, Utility Warehouse, Sky, Virgin Media, and Vodafone shared the top position with only two complaints per 100,000 customers. TalkTalk and Sky performed the best among pay-TV providers, each recording just two complaints per 100,000 customers.
Pay-TV Complaints per 100,000 customers:
– TalkTalk – 2
– Sky – 2
– Virgin Media – 3
– EE – 4
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, emphasized the importance of continuous improvement in service quality and customer experience. She encouraged dissatisfied customers to explore alternative providers and highlighted regulatory efforts to facilitate easier switching processes.
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