TalkTalk internet price increases

MouldyOldDough

What, exactly does "most vulnerable" customers mean ?

flaneurs_lobster

Or is it 'most "vulnerable customers"'?

Think you need to ask the author of the document you are quoting (which looks like it might be quoting another document).

Brie

In general vulnerable customers tend to be those who are elderly, in crisis for some reason (bereavement, health) or need assistance accessing IT.  It may also include those who are homeless (whether by choice or not), those on benefits, or are in debt (possibly working with a debt agency of some sort).

But it's hard to know from what you have quoted as there isn't enough context.

400ixl

Looks like it is not TalkTalk wording but MSE's made up wording

https://community.talktalk.co.uk/t5/Billing/NO-price-rise-for-TT-most-vunerable-customers/td-p/3015863

QrizB

400ixl said:

Looks like it is not TalkTalk wording but MSE's made up wording
https://community.talktalk.co.uk/t5/Billing/NO-price-rise-for-TT-most-vunerable-customers/td-p/3015863

Which refers back to:

https://www.moneysavingexpert.com/news/2024/01/broadband-and-mobile-price-hikes/

Which includes the following footnote:

(iii) TalkTalk told us it assesses vulnerability on a case-by-case basis, but refused to provide more detail about the criteria it uses or exactly which customers this would apply to. Its published policy (link opens PDF) defines vulnerable customers as those who "may be particularly susceptible to harm or detriment" due to their personal circumstances.

So exactly who these customers are, seems to be something TalkTalk can't (or won't) be explicit about..

MouldyOldDough

QrizB said:

400ixl said:

Looks like it is not TalkTalk wording but MSE's made up wording
https://community.talktalk.co.uk/t5/Billing/NO-price-rise-for-TT-most-vunerable-customers/td-p/3015863

Which refers back to:

https://www.moneysavingexpert.com/news/2024/01/broadband-and-mobile-price-hikes/

Which includes the following footnote:

(iii) TalkTalk told us it assesses vulnerability on a case-by-case basis, but refused to provide more detail about the criteria it uses or exactly which customers this would apply to. Its published policy (link opens PDF) defines vulnerable customers as those who "may be particularly susceptible to harm or detriment" due to their personal circumstances.

So exactly who these customers are, seems to be something TalkTalk can't (or won't) be explicit about..

Thanks - THAT is TT's supposed policy - but how do they decide who to apply the policy to ?

QrizB

MouldyOldDough said:

QrizB said:

400ixl said:

Looks like it is not TalkTalk wording but MSE's made up wording
https://community.talktalk.co.uk/t5/Billing/NO-price-rise-for-TT-most-vunerable-customers/td-p/3015863

Which refers back to:

https://www.moneysavingexpert.com/news/2024/01/broadband-and-mobile-price-hikes/

Which includes the following footnote:

(iii) TalkTalk told us it assesses vulnerability on a case-by-case basis, but refused to provide more detail about the criteria it uses or exactly which customers this would apply to. Its published policy (link opens PDF) defines vulnerable customers as those who "may be particularly susceptible to harm or detriment" due to their personal circumstances.

So exactly who these customers are, seems to be something TalkTalk can't (or won't) be explicit about..

Thanks - THAT is TT's supposed policy - but how do they decide who to apply the policy to ?

You'll have to ask TalkTalk, and hope you're more successful than MSE were when they asked.

MSE_James

Hi @MouldyOldDough - you asked the same thing nearly a year ago, and the response from our news team colleague may be helpful:
https://forums.moneysavingexpert.com/discussion/6508344/incorrect-info-from-mse