TalkTalk Attract Most UK Complaints for Broadband and Sky Mobile for Mobile in Q1 2026

Ofcom has this morning published their latest Q1 2026 study of quarterly UK consumer telecoms and TV complaints, which reports that TalkTalk attracted the most complaints from customers for fixed broadband services, while Sky Mobile came top of the naughty table for Mobile services and EE did the same for Pay TV. But complaint volumes have fallen to their lowest ever level.

Take note that the regulator’s report only covers complaints that Ofcom itself has received and not those sent directly to an ISP, the ISPA or an Alternative Dispute Resolution (ADR) complaints handler (i.e. Communications Ombudsman or CISAS). Ofcom does not deal with individual complaints, but they do monitor them and can take action if enough people raise a concern.

Otherwise, the results below reflect a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers per provider), which makes it easier to compare providers in a market where ISPs can vary significantly in size. But sadly, the study only covers feedback from the largest ISPs due to limited data (i.e. those with a market share of at least 1.5%).

Just for some extra context. Ofcom’s most recent May 2025 study of telecoms provider quality (here) revealed that the proportion of UK consumers who were satisfied with their communications services stood at 73% for landline services (down from 77% two years earlier), 84% for broadband (up from 82%) and 88% for mobile services (up from 87%).

In addition, Ofcom’s quarterly complaints data for Q1 2026 reveals that customer complaints about broadband have fallen to their lowest level in history. 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 6 per 100,000 customers in Q1 2026.

A spokesperson for the ISPA said:

“Broadband complaints falling to a record low reflect a market that is offering an excellent experience for customers. The sector’s investment of more than £40bn in gigabit-capable infrastructure means that over 90% of UK premises can now access gigabit connectivity. Speeds are rising, real-terms prices are falling, and One Touch Switch has made it easier than ever to move to a better deal. The market is also highly competitive, meaning consumers have genuine choice and flexibility when selecting a provider.

Where complaints remain, ISPA members are committed to resolving them quickly and to the highest standard.

We will continue to work constructively with Ofcom and Government to ensure the sector delivers future-proof connectivity for all.”

Fixed Line Home Broadband Complaints

TalkTalk attracted the most broadband complaints this quarter, with 40% of them being driven by complaints about faults, service and provisioning. On the flip side, Plusnet attracted the fewest measurable complaints of all the listed providers.

A TalkTalk spokesperson said:

“We’re in the middle of transforming our customer service to better identify and resolve the root causes of complaints, as well as improving how we talk to our customers when things go wrong. While we’re naturally disappointed by these results, we continue to invest to deliver a better way to Wi-Fi for all our customers, and know that this is starting to benefit customers, which we expect to see reflected in future quarters.”

Fixed Line Phone Complaints

Despite the above result, Plusnet still ended up attracting the most complaints for fixed line (landline) phone services, most (41%) of which were driven by issues with faults, service and provisioning. By comparison, Utility Warehouse, Vodafone and Sky Talk all jointly attracted the fewest complaints.

Mobile Complaints

Pay monthly Mobile operators continue to enjoy lower complaint levels than all of the fixed line providers, yet Sky Mobile managed to attract the most moans this time around and 23% of those related to issues with faults, service and provisioning.

Pay TV Complaints

Finally, EE attracted the most complaints for Pay TV services and 27% of those were due to problems with complaints handling. Elsewhere, Sky TV and TalkTalk received the fewest complaints, but there wasn’t a huge gap between all of the providers.

Ofcom’s Consumer Complaints Report Q1 2026
https://www.ofcom.org.uk/../telecoms-and-pay-tv-complaints