Save, make, understand money

Household Bills

TalkTalk promises fairer broadband pricing

Emma Lunn
Written By:
Emma Lunn

TalkTalk will offer new and existing customers the same deals, while vulnerable customers will automatically benefit from being on the best tariff.

Talk Talk has thrown down the gauntlet to rival broadband providers by committing to offering both new and loyal customers the same tariffs.

It also guarantees not to hike prices mid-contract, while any price increases for those customers who choose to remain out-of-contract will be capped at the annual rate of inflation.

The company says the announcement is the latest demonstration of TalkTalk’s commitment to fairness and value. It claims to be one of only a few providers that gets in touch with customers ahead of the end of a contract, warning them that their bills are about to rise and proactively encouraging them to re-sign for cheaper deals.

Same pricing for all new and existing customers

TalkTalk says customer loyalty is best rewarded by offering “great value deals” to customers who stay with the company and it is reaffirming its commitment of treating both new and existing customers fairly.

From January 2020, it will be easier for customers who wish to re-contract to access the same deals available for new customers.

The best tariff for vulnerable customers

TalkTalk says it is aware that some of its most vulnerable customers may find it difficult to take advantage of its best deals and so it has committed to switching vulnerable customers who are out-of-contract to a better deal.

It will do this by carrying out an annual review and offering the best tariff for their individual needs.

Customers who don’t respond will be automatically moved to the new tariff after a three-month period.

TalkTalk also says it will strengthen its staff training and experience in identifying vulnerable customers, and work with consumer groups and charities as well as other industry sectors to better understand the needs of different groups of vulnerable customers.

Tristia Harrison, CEO of TalkTalk said: “We’re proud to be launching our new fairness commitments that will ensure our customers are always put first.

“Since TalkTalk was launched at the turn of the millennium, we have consistently challenged the industry to be fairer and campaigned for positive change. We hope our new commitments will encourage other broadband providers to follow suit. It’s time for the industry to properly address unfair tariffs and up its game when it comes to the support available to the most vulnerable in society.”