TalkTalk is changing

House in adTalkTalk has made an unambiguous return to its challenger roots, with the announcement of major changes centred around putting customers first.

TalkTalk has become the only major internet provider to:

• Reward loyalty by giving existing customers the same best-value deals previously only available to new customers. Any customer who has had a TalkTalk package for three months or more can switch and save money if there is a better TalkTalk deal available.

• Offer customers the security of fixing their price for 18 months, guaranteeing no broadband price rises (and no broadband 'bill shock')

Scrap separate line rental charges on all packages, and move to a single combined monthly price.

The changes are the most significant steps in the value TalkTalk's continued strategy to focus on existing customers, which has already led to higher levels of trust and more customers choosing to stay with TalkTalk than ever before.

Tristia Harrison, TalkTalk's Consumer Managing Director said: "TalkTalk is changing. Nothing matters more to us than our customers and doing right by them is the right thing for our business. We've listened hard to what they've told us and we're acting on it.

"People are fed up of confusing packages and loud advertising, they're frustrated with deals which shoot up mid contract, and they hate seeing the best deals saved for new customers.

"TalkTalk entered the market as a challenger, and we've always saved customers money. We know this is an essential service that really matters to people, so it needs to be simple, affordable, reliable and fair. We're proud to be the first to make the big changes customers expect and deserve of their telecoms provider today."

Getting back to what really matters to customers

As part of wider changes to its brand, TalkTalk is now making a conscious move away from the industry norm of loud, eye-catching, and celebrity-driven advertising; by featuring 'fly-on-the-wall' documentary footage of a real TalkTalk family in its advertising.

Tristia Harrison continues: "Silly gimmicks and shouty ads (with catches hidden in small print) don't do justice to how much this stuff matters to customers. Especially now, with the country in such an uncertain place, people deserve security, peace of mind, to be talked to honestly. We're determined to be the provider that makes things simple, tells the truth and most of all rewards loyalty."

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