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TalkTalk gains LLU customers, but loses off-net customers
Thursday 17 May 2012 10:37:53 by Andrew Ferguson

The preliminary results for the quarter and year ending 31st March 2012 have been released by TalkTalk. The group saw a net drop in customer numbers of 13,000, giving a total broadband customer base of 4.07 million with an ARPU of £25.60 among its broadband customer. Interestingly the proportion opting for the Plus (unlimited) option increased by 117,000 in the last quarter to 1 million.

The loss of 13,000 customers is tempered once you look into which customers actually left, the provider lost 23,000 SMPF (shared LLU) customers and a further 90,000 who connected via the BT Wholesale IPStream network. These loses were almost balanced by the 100,000 new MPF (full LLU) additions. With the fully unbundled customers representing a better revenue stream compared to the shared LLU and IPStream customers, while those customers also get a cheaper service. The LLU network now reaches some 91% of UK households, with TalkTalk looking to grow it to 93% in the next year.

TalkTalk grew the numbers taking its 40 Mbps fibre service to 9,000 customers, and is taking pre-registration for the 80 Mbps service. The £15 extra on top of the standard Essentials and Plus fee is described as a competitive proposition and is apparently incrementally profitable for TalkTalk. The reason given for the low take-up is that with an average download speed of 7 to 8 Mbps on their ADSL2+ network, TalkTalk suspect this is satisfying most customers' present requirements.

TalkTalk has a five year plan in place that will apparently see network capacity increase 100 fold, ensuring the network continues to scale for video and cloud based services.

TalkTalk has launched its HomeSafe parental controls in the last year, which give consumers an Active Choice as to what types of sites can be blocked at the network level. 92,000 customers turned on one or more of the filtering options in the last quarter, meaning 320,000 have opted to use the system. We would expect those numbers to continue to increase as the press coverage of parental controls and the availability of the system to existing customers is promoted. The categories of websites most often selected for blocking in descending order were:

  1. Suicide & Self-Harm
  2. Pornography
  3. Violence & Weapons
  4. Dating
  5. Drugs, Tobacco and Alcohol
  6. Gambling
  7. Filesharing
  8. Gaming Websites
  9. Social Networking


Posted by meldrew over 5 years ago
I'm fascinated by the list of blocked site categories. Do I assume that online shopping for a case of Rioja is now out of order?! I presume buying a lottery ticket online is now banned via item 6 too.
Posted by creakycopperline over 5 years ago
number 9 WTF!!? the world and it's wife is on facebook, you might aswell not bother with the net if you block that.
Posted by old-steve over 5 years ago
Magic not only can I not play candy crush on my 1mb line, it looks like I won't be able to join Facebook or Twitter !! Is my life over ?
Posted by herdwick over 5 years ago
re 9 - if you have kids all under 11 (say) that could be quite handy. I know of households with similar policies.

Note these are what people choose to block, not what T-T decides to block for you !
Posted by Ronat over 5 years ago
Surely the point is,if it doesn't suit you to block it,I'm sure there must be a solution.....oh,I know,don't block it.
Posted by Taylorguk over 5 years ago
Cobblers to 40 and 80 Mbps, I'd be delighted to get the 8Mbps I'm entitled to now! As it is, living in a village precisely 3 miles from our rural exchange, my speed struggles to top 2Mbps most of the time. Last summer, gippos nicked a mile of copper cable THREE times in quick succession, and each time BT replaced it with copper again instead of laying fibre. When will they learn?
Posted by carverdoone43 over 5 years ago
I am moving from BT to talktalk to get the cheapest deal why pay BT top money for a second rate service that has diminished in time from 12megs down to 5megs and being less than a mile from the main exchange, I cannot justify paying more for higher speeds when they can tweak it up at will, something tells me they are playing silly buggers with the public to get more money from them, they can stick there fibre.
Posted by creakycopperline over 5 years ago
@carverdoone, you must love punisment. TT have the worst network in the uk. good luck getting an internet connection. if they don't throttle your speed, or constant dissconections don't bother with phone support, ramshckle bunch of liers and their forum staff just bore you to death until you give up. avoid Talk Talk like the plague. 18 months of hell with them.
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