TalkTalk has today published their quarterly trading update (Q4 2016 calendar), which doesn’t reveal a lot but did confirm that their “fibre broadband” (FTTC/P) base had grown by +74,000. Sadly overall on-net churn has risen to 1.6% (up from 1.4% at the last report), with -42,000 subscribers lost.
As usual TalkTalk only tends to publish detailed reports every 6 months and the latest quarterly update is thus extremely light on detail, which means that we’ll have to wait until the next update in order to get a full picture of their fixed line broadband and phone base etc.
In the meantime the ISP has been keen to boast about the positive impact of their new Fixed Price Plans, which were introduced last October. Apparently 516,000 customers re-contracted on an 18 month plan during Q3 (over 13% of the on-net base) and an additional 81,000 customers have re-contracted during the first 4 weeks of January 2017 (over 75% of those have re-contracted on the newly introduced 24 month option).
It’s interesting to see such a high proportion of consumers going for the more risky 24 month term and no doubt TalkTalk’s rivals will be taking a few notes. On top of that over 45% of new customers chose to take a “fibre broadband” service and over 40% took a paid-for TV set-top-box.
TalkTalk’s Key Trading Update / Growth Figures (Q3 Financial)
* Group revenue £435m (FY16: £459m)
* On-net adds -42,000 (on-net churn 1.6%)
* Mobile customers +75,000
* Fibre broadband customers +74,000
* TV customers -31,000
* Ethernet and EFM customers +2,300
The full report (PDF) can be read on their website, but it doesn’t add much to what we’ve highlighted above. Sadly there are no updates on their FTTP network in York, the MVNO swap from Vodafone to O2 or their long-held plans to launch a 4G Femtocell equipped broadband router.
However perhaps the biggest news today is that the CEO of TalkTalk, Dido Harding, has “decided to step down” from her position after 7 long years in the post. At the same time Charles Dunstone (Non-Executive Chairman) will assume the role of Executive Chairman after stepping down as Chairman of Dixons Carphone plc from 1st May 2017.
Dido Harding said:
“After seven extraordinary and fulfilling years, during which we have transformed TalkTalk’s customer experience and laid the foundations for long term growth, I’ve decided it’s time for me to start handing over the reins at TalkTalk and focus more on my activities in public service. I am very proud to be handing over to the next generation of TalkTalk leadership who, together with Charles, have played such an integral part in the success of the business to date. Between now and May, we will work together on a handover that maintains focus on this years’ performance and enables the new team to prepare for the next financial year and beyond.”
Charles Dunstone added:
“Dido has been a tireless, energetic and effective force for good from the day she joined TalkTalk. As a result of her leadership and total commitment to all of us who work here and our customers, she has helped transform TalkTalk into a much stronger business. She leaves with our thanks and very best wishes for the future.
I’m excited at the prospect of spending more time on TalkTalk, beginning with delivering another successful performance this year; and I am delighted to announce the promotion of Tristia and Charles to help me lead the business so that we continue to deliver successfully for our customers and our shareholders.”
Long time TalkTalk loyalists Tristia Harrison (MD of TalkTalk Consumer) will succeed Dido Harding as CEO and Charles Bligh (MD of TalkTalk Business) will become Chief Operating Officer. Harding took a beating for the 2015 Cyber-Attacks and some will no doubt argue that as a result of that she should have gone much sooner, but that’s now in the past and TalkTalk will want to be seen as looking to the future.
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