For the first time, TalkTalk customers able to walk

From 11 October, thousands of customers tied into TalkTalk’s original 18-month ‘free’ broadband deal will be able to switch providers for the first time.

TalkTalk’s deal, launched on 11 April 2006, was the UK’s first ‘free’ broadband offer costing just £20.99 per month. Hugely popular at the time, it attracted over 340,000 customers during its first eight weeks, causing a massive oversubscription that left TalkTalk unable to cope. Because the deal was so popular, many early customers experienced long delays and poor customer service. However, it is not until now that they have been able to switch.

Karen Darby, founder of SimplySwitch.com, the price comparison and switching service, comments: “The market has changed dramatically over the last eighteen months and TalkTalk is no longer the only supplier to offer this type of ‘bundle’ package. Although it’s made an ongoing commitment to remain the cheapest supplier, competitors such as Tiscali, BT and Virgin Media now offer additional services such as TV on demand and mobile phones.

“TalkTalk was blighted by customer service problems and, despite spending £15m on improvements, many customers remain unhappy. A year and a half is a long time in this industry and there are now a multitude of deals to choose from. While TalkTalk still offers one of the UK’s cheapest home phone and broadband bundle, those customers who suffered at the beginning will now be considering their options.

“Research by SimplySwitch.com indicates that internet service providers today offer almost six times better value for money than they did before TalkTalk launched its ‘free’ broadband offer. The industry has become far more competitive over the last 18 months, and it’s to TalkTalk’s credit that it still offers one of the cheapest deals. However, while customers might be tempted to base their choice purely on price, we would always advise people to choose the package that best suits their needs and lifestyle.

“When choosing a broadband deal, customers should always check the small print for things like download limits, contract length and exit penalties. For anyone looking for a home phone and broadband package, TalkTalk does offer good value. However, it still insists that customers sign up for a minimum of 18 months. For those who signed up at the beginning, taking on such a lengthy contract has been no bed of roses.”