Home
 » ISP News » 
Sponsored Links

Study Claims TalkTalk Suffered 200-300K Customer Exodus After Attack

Thursday, Jan 21st, 2016 (3:48 pm) - Score 792

The next set of financial results from TalkTalk aren’t due until 2nd February 2016, but that hasn’t stopped a new Kantar Worldpanel report from predicting that the ISP may have lost up to 7% (200,000 – 300,000) of its broadband base in the final quarter of 2015 after last October’s Cyber-Attack.

It’s fair to say that last year was full of dramatic developments for TalkTalk, not least with the sale of their off-net subscribers and other customer movements resulting in their total broadband base declining to around 4.1 million in Q3 2015 (here).

Sadly the situation only got worse when the ISP was hit by a major Cyber-Attack during the final quarter (here), which certainly could have been handled better and was the second such incident to strike the provider inside a little over one year. Needless to say that many people have since jumped ship.

Imran Choudhary, Consumer Insight Director at Kantar Worldpanel, said:

Customers have lost faith in TalkTalk as a trustworthy brand. The provider saw its share of the home services market fall by 4.4 percentage points quarter on quarter in terms of new customers, only 1.4% of whom gave reliability as a reason for joining the provider in the last three months – well below the market average.

TalkTalk continues to offer some of the most attractive promotions across the home services market and almost a third of its new customers did choose it for this reason, but there can be no doubt that it lost potential customers following the major data hack. If it’s to recover from recent events TalkTalk will need to offer more than just good value.”

Choudhary goes on to specifically claim that the ISP lost 7% of their existing broadband base during Q4 2015, which has yet to be confirmed by TalkTalk’s official results. By our estimates that would reflect a maximum decline of around 287,000 subscribers, which could indeed be a monumental loss and is going to sting given that the financial impact of the Cyber-Attack alone has been estimated at £30-35m.

Mind you there’s plenty of room for scepticism because the Kantar Worldpanel study bases its claims on a panel of around 15,000 consumers, which may or may not reflect the market. On the other hand even half the predicted decline would still represent very bad news for TalkTalk.

Needless to say that TalkTalk’s next set of results, which are due out in February, could make for a very interesting read. We have reached out for comment and are awaiting the ISP’s reply.

Mark-Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
Search ISP News
Search ISP Listings
Search ISP Reviews

Comments are closed

Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £24.00
132Mbps
Gift: None
Shell Energy UK ISP Logo
Shell Energy £26.99
109Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £27.99
145Mbps
Gift: None
Zen Internet UK ISP Logo
Zen Internet £28.00 - 35.00
100Mbps
Gift: None
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £15.00
150Mbps
Gift: None
YouFibre UK ISP Logo
YouFibre £19.99
150Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
BeFibre UK ISP Logo
BeFibre £21.00
150Mbps
Gift: £25 Love2Shop Card
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Large Availability | View All
The Top 15 Category Tags
  1. FTTP (5473)
  2. BT (3505)
  3. Politics (2525)
  4. Openreach (2291)
  5. Business (2251)
  6. Building Digital UK (2234)
  7. FTTC (2041)
  8. Mobile Broadband (1961)
  9. Statistics (1780)
  10. 4G (1654)
  11. Virgin Media (1608)
  12. Ofcom Regulation (1451)
  13. Fibre Optic (1392)
  14. Wireless Internet (1386)
  15. FTTH (1381)

Helpful ISP Guides and Tips

Promotion
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact
Mastodon