Broadband complaints fall to record low

New figures published today by Ofcom reveal that the customer complaints we’ve received about the UK’s major broadband providers have fallen to their lowest ever levels.

Ofcom publishes quarterly data tracking trends in consumer complaints made to the regulator about UK telecoms and pay-TV providers. The latest figures - covering January to March 2026 - reveal that broadband complaints have declined significantly, from a peak in 2011 when complaints stood at 40 per 100,000 customers, to an all-time low of six per 100,000 customers in Q1 2026. 

Through our work we help UK consumers get more for their money, who benefit from high-quality, reliable services at affordable prices. Across the UK’s competitive telecoms markets, there are great deals on offer while companies are continuing to invest in their networks to deliver more choice and better quality. 

Our complaints data can help customers to track how their provider performs against its competitors, and - when considered alongside other measures like price, availability and quality – can be a useful source of information to help people decide which service is right for them. If people ultimately aren’t satisfied with their provider, it’s never been easier for consumers to vote with their feet and switch.

While Ofcom is unable to act on individual complaints, the data also helps us to better understand the reasons for customer dissatisfaction across the sector and can help identify any systemic issues that may warrant us taking a closer look at on behalf of consumers. 

Best and worst providers in the latest figures

Looking at the shorter-term picture, our latest figures reveal that, collectively, complaints about the UK’s major landline, broadband, mobile and pay-TV providers decreased in January to March 2026 compared to the previous quarter (Q4 2025, October to December):

Broadband

• TalkTalk was the most complained-about broadband provider, with their complaints staying at similar levels to the previous quarter (Q4 2025). Complaints mostly related to faults, service and provisioning, complaints handling and problems with billing, pricing and charges. 
• Plusnet and Sky generated the fewest fixed broadband complaints.

Landline

• Plusnet and TalkTalk were the most complained-about landline providers – both saw an increase in complaints compared to the previous quarter.
• EE, Sky, Utility Warehouse, Virgin Media and Vodafone were the least complained-about landline providers.

Mobile

• Sky Mobile was the mobile company that generated the most complaints. Customers mostly complained about experiences changing provider.
• EE, Giffgaff, Tesco Mobile, Three and Vodafone generated the fewest complaints about mobile services.

Pay-TV

• EE and Virgin Media were the most complained-about pay-TV providers. Customers mostly complained about how their complaints were handled (EE) and problems with billing, pricing and charges (Virgin Media).
• The least complained-about pay-TV providers were Sky and TalkTalk.

Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, said:

“It’s encouraging to see broadband complaints falling to their lowest levels since our records began, companies must not be complacent and we expect them to continually strive to improve their services and deliver a great customer experience.

“We’d encourage any customers who aren’t satisfied with their current provider to vote with their feet. In recent years, we’ve made it easier than ever for people to shop around and save, by introducing end-of-contract alerts, simpler contract summaries, and easier switching processes for broadband and mobile.”

Use the charts below to see the figures in full.