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Positive and negative results over at TalkTalk
Wednesday 11 November 2015 11:06:20 by Andrew Ferguson

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.


Posted by baby_frogmella about 1 year ago
A free upgrade to what?
Posted by generallee94 about 1 year ago
Is that a free upgrade or leave conversation I wonder... maybe new contract and acceptance of revised terms and conditions...
Posted by ian72 about 1 year ago
From what is known so far examples of free upgrade of adding sports to a TV package have been given - so upgrades seem to depend on what services you get currently. They aren't yet letting people leave without penalty if within contract.
Posted by generallee94 about 1 year ago
They're letting customers "affected" by the breach a wait of contract!
Posted by Blackmamba about 1 year ago
Hi Broadband Watchers.
If the ISP talktalk starts loosing many customers they will be open to a take over like Cable and Wireless when their service went on a downward spiral.
Posted by burble about 1 year ago
Wonder if they might offer to upgrade to a webmail that works :-S
Or maybe to lift my FTTC connection to over 4Mb *-)
Posted by fastman about 1 year ago
buble the 3650 homes will have been a contract between the developer and operator and will probably have no copper deployed on the site - I assume your a commercially funded FTTP area at no cost to you and only cost to the operator -- that might be your answer
Posted by fastman about 1 year ago
sorry post to wrong forum
Posted by danielmec about 1 year ago
I don't trust the "just 4%" figure.

The latest email I have from Dido Harding says "Ongoing investigations have confirmed that none of your personal information or sensitive financial data was taken." In which case, how did we receive multiple scam calls to our ex-directory line in the aftermath of their latest incompetence? Wifey extracted our personal information from the bogus callers by a little reverse social-engineering; before booting them for failing to pass her (insurmountable) security check.
Posted by danielmec about 1 year ago
Note I'm using the ICO's definition of personal information - full name, private unadvertised ex-directory number etc. not whatever spin TalkTalk are trying to apply.

Perhaps TalkTalk are being a little coy about what information they've allowed to leak in previous disasters? Maybe they lost the other 96% of their subscriber database before?
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