Published: November 4, 2025 | Based on Latest Available Data
Executive Summary: TalkTalk continues to face severe operational challenges in 2025, recording among the highest complaint rates in the UK broadband market. With just 3.19 million customers remaining (down 420,000 in 2024) and ongoing financial difficulties, TalkTalk represents a high-risk choice for most consumers despite competitive £25/month pricing. Recent Ofcom data shows TalkTalk was the most complained-about broadband provider in Q1 2025 with 13 complaints per 100,000 customers.
Latest Performance: 2025 Ofcom Complaints Data
TalkTalk: Most Complained-About Provider Q1 2025 (13 per 100,000 customers)
The latest available Ofcom complaints data paints a concerning picture for TalkTalk’s service quality. According to Ofcom’s Q1 2025 complaints report, published August 7, 2025, TalkTalk recorded 13 complaints per 100,000 customers for the January-March 2025 period, making it the most complained-about broadband provider in the UK.
More recent data from Q2 2025 (April-June) shows a slight improvement, with TalkTalk recording 9 complaints per 100,000 customers, though this still places them among the worst performers alongside BT, NOW Broadband, and Vodafone.
| Provider | Q1 2025 Complaints (per 100,000) | Q2 2025 Complaints (per 100,000) | Trend |
|---|---|---|---|
| TalkTalk | 13 (Worst) | 9 (Joint Worst) | Improving but still worst |
| EE | – | 10 (Worst) | New worst performer |
| BT | – | 9 (Joint Worst) | Poor performance |
| Plusnet | Fewest complaints | Fewest complaints | Consistently best |
Market Position & Customer Base Decline
Critical Update: TalkTalk now serves just 3.19 million customers as of October 2025, representing a loss of 420,000 customers during 2024 alone.
According to ISPreview’s October 2025 report, TalkTalk’s customer base has shrunk to 3.19 million broadband customers, down from 3.6 million at the start of 2024. This represents a devastating 11.7% customer loss in a single year, including:
- 2.3 million customers directly via retail ISP TalkTalk
- 0.5 million via consumer wholesale arrangements
- 0.4 million via business wholesale services
- 2.64 million total FTTC/FTTP connections
- 76,000 Ethernet business connections
This customer exodus represents one of the most significant declines among major UK broadband providers and validates concerns about service quality reflected in complaint statistics.
Pricing & Value Analysis
Current Pricing (November 2025): TalkTalk’s entry-level Full Fibre 150 package starts at £25 per month, making it one of the most affordable options among major providers. However, customers must weigh this against significant service quality risks.
According to MoneySavingExpert’s November 2025 comparison, TalkTalk’s pricing structure includes:
| Package | Speed | Monthly Cost | Annual Increase | Technology |
|---|---|---|---|---|
| Full Fibre 150 | 150Mbps down / 30Mbps up | £25 | £3 (from April 2026) | FTTP |
| Full Fibre 250 | 250Mbps down / 50Mbps up | £28 | £3 annually | FTTP |
| Full Fibre 500 | 500Mbps down / 75Mbps up | £35 | £3 annually | FTTP |
| Full Fibre 900 | 900Mbps down / 100Mbps up | £42 | £3 annually | FTTP |
Price Increase Policy
TalkTalk implemented a simplified pricing structure from August 12, 2024, with new customers facing predictable £3 monthly increases each April. Customers on older contracts remain subject to CPI+3.7% increases, creating a dual pricing system that may contribute to billing confusion and customer complaints.
Network Coverage & Technology
TalkTalk utilises a multi-network approach, providing services through:
- Openreach: Primary network reaching 99%+ of UK premises
- CityFibre: Alternative full-fibre network in selected urban areas
- Own unbundled network: Legacy infrastructure in certain locations
While this approach theoretically provides extensive coverage, the complexity of managing multiple network relationships appears to contribute to the service delivery and support issues reflected in complaint statistics.
Router Technology & Equipment
TalkTalk provides different router options depending on the selected package:
| Router Model | WiFi Standard | Features | Included With |
|---|---|---|---|
| Wi-Fi Hub | WiFi 5 (802.11ac) | Dual-band, basic features | Standard packages |
| Wi-Fi Hub 2 | WiFi 5 | Digital Voice support | Digital Voice customers |
| Wi-Fi Hub 3 | WiFi 6 | Tri-band, higher performance | Premium packages |
| Amazon eero Pro 6 | WiFi 6 | Mesh capability, premium features | Full Fibre 900 package |
Customer Service Reality Check
Recent Trustpilot reviews (November 2025) reveal ongoing customer service problems including difficulty cancelling services, poor complaint handling, and unresponsive support systems.
Analysis of TalkTalk’s Trustpilot page reveals predominantly negative feedback, with recent reviews from November 2025 highlighting:
- Cancellation difficulties: Customers report complex processes and incorrect information
- Poor complaint resolution: Reports of complaints being closed without resolution
- Billing disputes: Issues with direct debit timing and account access
- Technical support problems: Extended wait times and ineffective troubleshooting
- Vulnerable customer issues: Reports of inadequate support for disabled customers
Common themes in recent reviews include automated systems that fail to connect customers to human operators, inconsistent information from different departments, and lengthy resolution times for simple issues.
Financial Stability Concerns
Financial Health Warning: TalkTalk has undergone significant financial restructuring, including a £100 million funding injection, workforce reductions, and is reportedly considering a potential break-up or sale.
TalkTalk’s financial position raises concerns for potential customers:
- £100 million funding secured: July 2025 emergency funding from Ares Management
- Major workforce reductions: 20% staff cuts in 2024, additional 100 jobs cut October 2025
- Strategic review launched: Company exploring potential break-up or sale options
- Customer base shrinking: 11.7% customer loss in 2024 reduces revenue base
- Market share declining: Now holds just 6.8% of UK broadband market
These financial pressures may further impact service quality and customer support capabilities, potentially explaining the persistently high complaint rates.
Contract Terms & Commitments
TalkTalk requires 24-month contracts for most packages, which becomes particularly concerning given the company’s service quality issues and financial uncertainty. Key contract considerations include:
- Long commitment period: 24 months with high complaint rates and service issues
- Early termination charges: Significant fees for customers wanting to leave due to service problems
- Annual price increases: Guaranteed increases regardless of service quality
- Complex terms: Dual pricing structures depending on sign-up date
Comprehensive Assessment: Pros & Cons
Potential Advantages
- Competitive pricing: £25/month entry point among lowest in market
- Wide coverage: Multiple network partnerships provide broad availability
- No landline required: Full fibre packages operate independently
- Predictable increases: £3 annual rises (new contracts)
- Speed options: Packages up to 900Mbps available
- WiFi 6 routers: Modern wireless technology on premium packages
Significant Concerns
- Worst complaint rates: Most complained-about provider Q1 2025
- Massive customer losses: 420,000 customers lost in 2024 (11.7%)
- Financial instability: Emergency funding, job cuts, potential sale
- Poor customer service: Consistently negative feedback on support
- Service reliability issues: High complaints correlate with technical problems
- Difficult cancellation: Complex processes reported by customers
- 24-month contracts: Long commitments with problematic provider
- Billing disputes: Frequent issues with pricing and account management
Who Should Consider TalkTalk?
Very Limited Scenarios
Given the overwhelming evidence of service problems, TalkTalk might only be suitable for:
- Extreme budget constraints: Customers prioritising lowest possible cost over reliability
- Risk-tolerant users: Technical users comfortable handling service issues independently
- Temporary solutions: Short-term users (though 24-month contracts complicate this)
Strong Recommendations Against
Most customers should avoid TalkTalk, particularly:
- Work-from-home users: Cannot afford unreliable broadband
- Families with online education needs: Require consistent connectivity
- Vulnerable customers: May struggle with poor customer service
- Business users: Need reliable service and responsive support
- Heavy internet users: Gaming, streaming require consistent performance
Better Alternatives
Customers attracted to TalkTalk’s pricing should consider:
- Sky Broadband: Better complaint record, similar pricing on some packages
- Plusnet: Consistently lowest complaints among major providers
- BT Value packages: Better service quality for modest price premium
- Smaller providers: Community Fibre, Hyperoptic often offer better service
Sources & References
This review is based on the following verified sources:
- Ofcom Q1 2025 Complaints Report – Official regulatory data
- ISPreview October 2025 – Customer numbers and job cuts
- Daily Express Q2 2025 Complaints – Latest complaint statistics
- TalkTalk Trustpilot Reviews – Customer feedback
- MoneySavingExpert – Current pricing data
Final Verdict: NOT RECOMMENDED
TalkTalk’s combination of being the most complained-about provider (Q1 2025), losing 420,000 customers in 2024, ongoing financial difficulties, and consistently poor customer service feedback makes it unsuitable for most UK broadband customers. While the £25/month pricing appears attractive, the substantial service quality risks and 24-month contract commitment create a poor value proposition for the majority of consumers.
Rating: 1.5/5 stars – High risk, avoid unless absolutely necessary
