TalkTalk to repay consumers for billing errors

UK-based competitive broadband provider TalkTalk must repay consumers $4.07 million in refunds and goodwill payments stemming from an Ofcom investigation that revealed 62,000 of its customers weren't billed correctly. Ofcom gave TalkTalk a formal warning in November 2010.

The regulator's investigation revealed that TalkTalk had violated UK telecom rules (General Condition 11.1), including sending bills to ex-users in addition to leveraging collection agencies to get service fees from subscribers that would not pay.

It appears that TalkTalk's issues were basically inherited from its acquisition of Tiscali in 2009, a service provider whose billing errors are well documented.

Ofcom said in a statement that even though TalkTalk has made efforts to resolve its issues, it "is still receiving some complaints from consumers," and that it "will continue its investigation into TalkTalk Group's compliance with GC11.1 by 2 December (and thereafter). If the investigation reveals that TalkTalk Group has continued to breach GC11.1, Ofcom will consider further enforcement action, which may include issuing a financial penalty."   

TalkTalk is taking some action to combat the problem, however. The service told ISPreview that it had "moved all of our customers to our single billing platform at the end of January and our focus on resolving any outstanding billing issues continues."

For more:
- ISPreview has this article

Related articles:
TalkTalk, BSkyB to conduct FTTH trial
TalkTalk gives customers 40 Mbps download boost
UK's TalkTalk to debut FTTC-based broadband service
TalkTalk ramps up LLU coverage
Carphone puts demerger details on the table
U.K.'s TalkTalk gets high on fiber-based broadband
BT is fulfilling its Fiber to the X dreams

Suggested Articles

“We’ve seen decades of momentum in weeks," said Gelsinger. "We’re surprised how quickly customers were able to adapt."

Along the same lines as AT&T last week, Comcast Business has released a more robust, in-home broadband service for work from home employees.

After posting a triple-digit revenue increase last year, the growth outlook for carrier managed SD-WAN has been lowered by 17%, according to a report.