TalkTalk to cap price increases and tens of thousands of vulnerable customers could be switched to better deals

TALKTALK has promised to automatically switch potentially tens of thousands of vulnerable customers to the best deal as well as revealing a cap on price increases for existing customers.

From October, the phone, internet and TV provider is capping price increases at the annual rate of inflation, which last month fell to 1.7 per cent.

For its vulnerable customers, TalkTalk says it will run annual reviews to offer the best tariff for individual needs.

Households who don't get in contact with TalkTalk will automatically be moved to the new package after three months.

The telecoms group said it's reviewing its definition of vulnerability but said it describes this as someone who faces barriers that stop them from finding the best deals.

TalkTalk says this can include someone who has a physical or learning disability,  as well as a physical or mental illness.

Ofcom’s Fairness for Customers commitment

OFCOM has asked all major UK broadband, phone and pay TV companies to look into how they treat their customers.

All of the big names in the telecom industry have agreed to sign up, including:

  • BT
  • EE
  • Giffgaff
  • O2
  • Plusnet
  • Post Office
  • Sky
  • TalkTalk
  • Tesco Mobile
  • Three
  • Virgin Media
  • Vodafone

The company added that their review will start in January 2020.

TalkTalk is the latest company to unveil new commitments after signing up to Ofcom's Fairness for Customers pledge back in June.

Ofcom has called on phone and broadband providers to improve how they treat their customers so households don't miss out on deals.

Last month, Virgin Media agreed freeze prices and always give the best available deal to over 100,000 vulnerable customers.

While Tesco, O2, Vodafone and EE said they will reduce the monthly charges for out-of-contract 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.

“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.”

An Ofcom spokesperson said: “We welcome broadband companies taking action to make their prices fairer – particularly for vulnerable customers.

“We’ve carried out a detailed review of broadband prices across the industry, and will announce our findings shortly.”



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In more bills news, Plusnet customers are being hit with up to FOUR months’ worth of payments in one go.

While O2 and EE customers have been urged to check their accounts as hundreds have been hit by an African phone call scam.

And NowTV has hiked the price of entertainment pass by £12 a year for thousands of customers.

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