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Tesco Broadband outage not due to customers being moved to TalkTalk

Wednesday, April 22nd 2015 by Dean Reilly

A Tesco Broadband outage lasting more than four hours yesterday was not due to customers being switched over to new provider TalkTalk, the supermarket chain has said.

Customers from locations across the country including Bournemouth, Andover, Essex, Southampton and Birmingham all reported a loss of broadband service from noon on Tuesday – one day before the supermarket giant announced a record £6.4bn loss during the last financial year.

Responding to a post on Twitter from Tesco Broadband customer Paul Fowler, the company’s social media team confirmed that the widely reported failures were not, as some suggested, due to Tesco accounts being migrated to TalkTalk.

Tesco completed the sale of its broadband service to TalkTalk in January, and stopped providing Tesco Broadband packages to new customers from February of this year.

In a message on the Tesco Broadband website at the time of the sale, the company posted: “We are working on the transfer of your service to TalkTalk and we expect this to take place over several months.

“We are committed to ensuring that you will be kept fully informed throughout this period of time and will be in contact with more information and the choices available to you before the transfer.”

'Fixed up'

The company tweeted this morning that yesterday's problems were apparently fixed and customers were back online, posting:

Alongside the criticism the internet service provider faced online, some customers praised the Tesco Broadband social media team during the outage, with one using the hashtag #godean in reference to a member of staff who was providing updates and engaging with consumers.

Another joked that the social media spokesperson had earned a drink by handling questions during the downtime.

Tesco made a loss of £6.38bn in its last financial year, the worst in its history and the sixth-biggest loss ever announced by a UK company.

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