TalkTalk after the recent hack attack was always going to have a rough set of results, and the latest half year results are far too soon to judge whether lots of customers are leaving due to worries over the leaking personal information.
TalkTalk has changed how various figures are reported which makes things a little harder to interpret but bottom line appears to be that the customers on their LLU network (on-net) has shrunk by some 80,000 with 72,000 due to changes in how credit terms operate and losing those customers has actually saved £6 million. A new figure is that of the 4.11m on-net customers 3.37m are on the retail arm that everyone knows about, but the less visible wholesale operation has 0.73 million users via various retailers.
99,000 net adds to the TalkTalk fibre products reflect the increasing fact that old ADSL products are falling out of fashion as more people upgrade to faster fibre based services. The York FTTH trial appears to be going well with 262 trial users signed up from 3,328 homes passed and registrations are at a pace of 50 homes per week in the larger 6,000 home footprint where the trial is planning to expand to.
While the TalkTalk hack affected in the end just 4% of customers once all the data logs were analysed the firm is planning to contact all customers to offer them a choice of a free upgrade from 1st December 2015.