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TalkTalk: A million customers have fixed their broadband price with new deals

Wednesday, May 10th 2017 by Phil Wilkinson-Jones

TalkTalk says a million customers have now signed up to ‘fixed price’ broadband contracts since their launch last October.

The company’s ‘Fixed Low Price Plans’ guarantee customers won’t be affected by price hikes for the length of the 18-month contract.

TalkTalk said the simplicity of the new plans has been popular, with a quarter of the provider’s customer base now on one.

Demand for fibre broadband has also increased among TalkTalk customers, with more than double the number of people opting for a 76Mbps package than a year ago.

TalkTalk’s customer base returned to growth in the last three months, adding 22,000 new customers, while churn – the percentage of customers leaving the company – fell to 1.4% from 1.64%.

The provider puts this down to improvements in its customer experience including the introduction of TalkSafe, which lets customers access their accounts using voice recognition technology.

TalkTalk said around a million customers have taken up the service, which has cut “verification time” by 80% to 12 seconds since its launch last year.

CEO Tristia Harrison said: “This has been a good year for TalkTalk.

“The success of our Fixed Low Price Plans demonstrates that our commitment to making our service simple, affordable, reliable and fair is the right thing for our customers and the business.

Rewarding loyalty

“By rediscovering our DNA as a challenger brand with a single minded focus on our customers, we will continue to provide a service that is not only value for money but one that delivers quality, rewards loyalty, and treats all customers fairly.”

Charles Dunstone, TalkTalk’s founder and newly-appointed executive chairman, said his focus for the company is “growth, cash generation and profit – in that order”.

He added: “We will be smart about how we invest, focusing on our fixed network, avoiding other capital intensive distractions.”

TalkTalk said it would continue to invest in its TV service following a good response to the recent YouView upgrade and increased take-up of additional content packages.

It plans to improve its mobile TV experience this year, creating a more streamlined platform to watch their favourite programmes on the go.

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