TalkTalk loses 43,000 broadband customers in Q4 2011

TalkTalk lost another 43,000 broadband customers during the final quarter of 2011, compounding a difficult year for the internet service provider (ISP).

A net total of 17,000 subscribers joined the telecoms firm's on-network broadband service, but this growth was offset by the loss of 60,000 off-network customers.

Some 90 per cent of TalkTalk broadband customers now receive their internet services from the ISP's own infrastructure rather than via the BT wholesale network, meaning they are able to take advantage of additional services such as HomeSafe.

The final migration of its old Pipex customer base was completed during the quarter, resulting in the loss of 7,000 subscribers who could not be moved on to its own network.

Dido Harding, chief executive of TalkTalk, insisted the company has continued to improve its customers' experience in recent months.

"As a result, churn has stabilised and we remain confident of a return to positive total net adds in the first half of 2012," she declared.

Despite her positive comments, the latest Ofcom figures show TalkTalk was the UK's most complained-about major broadband and landline provider during the third quarter of last year.