Who are TalkTalks "most vulnerable" customers ?

Weevie — Thu, 26 Feb 2026 10:44:07 GMT

I have asked this before but never been given a satisfactory answer...

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

According to MSE - TT refuse to tell them who this applies to - WHY IS THAT ?

TalkTalk doesn’t publish a simple list of who exactly counts as its “most vulnerable customers,” and in some communications (e.g., around price-freeze commitments) it has refused to give detailed criteria for that term. Independent reporting suggests that the company assesses vulnerability on a case-by-case basis rather than having a strict, public checklist of specific groups.

However, based on TalkTalk’s own Accessibility & Vulnerable Customer Policy and industry definitions (including guidance from the UK regulator Ofcom), here’s how “vulnerable” is generally understood in the telecoms context:

📌What TalkTalk includes under “vulnerable customers”

TalkTalk’s policy says vulnerable customers are those whose personal circumstances make them “particularly susceptible to harm or detriment.” It gives examples of situations that may indicate vulnerability (but notes each case should be judged individually):

Age – e.g., older adults who may have difficulties with communication or technology.
Physical or learning disability – including sensory impairments or cognitive challenges.
Physical or mental health conditions – illnesses or conditions that affect understanding, decision-making or everyday functions.
Low literacy or communication difficulties – challenges with reading, writing, or understanding information.
Significant life changes – e.g., bereavement, serious financial trouble or other major disruptions.

TalkTalk emphasises that having one of these circumstances doesn’t automatically make a customer vulnerable — it depends on how it affects their interaction with TalkTalk services.

📌General industry and regulatory context

Ofcom (the UK telecoms regulator) similarly describes vulnerability as something that can affect any customer temporarily or permanently, including those with health problems, financial hardship, disabilities, or communication challenges, and stresses that providers should treat such customers fairly. (www.ofcom.org.uk)

🧠 Key point

Because TalkTalk doesn’t publicly list exactly who it considers its “most vulnerable customers” for specific offers or protections, most definitions rely on the policy wording and industry norms, rather than a fixed set of categories. Independent sources note the company assesses vulnerability individually and hasn’t disclosed exact thresholds or criteria.

If you think you or someone else might qualify as vulnerable under TalkTalk’s approach — for example due to disability, serious illness, or a significant change in personal circumstances — you can contact their support team to register additional support needs and discuss what protections or assistance might be available. (help-centre.talktalk.co.uk)

I easily meet the criteria for this -so why am I still seeing annual price increases on my bills ?

I am registered as disabled with TT - And have been for 10 + years - although why do I bother ?

Re: Who are TalkTalks "most vulnerable" customers ?

nambuso-TT — Thu, 26 Feb 2026 15:41:05 GMT

Hi there @Weevie. I am very sorry to hear this. I can clear any confusion you might have with this. Please note that the price changes are across all customers and are not selective, please use the below Help & Support article to know more about this

News about our prices - TalkTalk Help & Support

Re: Who are TalkTalks "most vulnerable" customers ?

Weevie — Thu, 26 Feb 2026 15:55:52 GMT

@nambuso-TT

Yes I am aware of the £3-£4 increase

I have been a paying TT customer for 22 years !

And had this increase been imposed since 2004 - I would now be paying over £120 per month (£88 in increases alone)

Where does it stop ?

All I want is to know what is meant by "(most) vulnerable customers getting no increases"

Because I am pretty vulnerable - I am registered with TT as disabled

Does this frozen tariff apply to myself and if not Why not ?

Please don't tell me to use live chat - I hate using that and prefer email - it gives me time to think

Re: Who are TalkTalks "most vulnerable" customers ?

nambuso-TT — Fri, 27 Feb 2026 08:44:26 GMT

Hi there @Weevie. Please advise where you see the information that states most vulnerable customers get no increases. If possible, please send us a screenshot or let us know where you see this information. Thanks

topic Who are TalkTalks "most vulnerable" customers ? in TalkTalk Accessibility

Who are TalkTalks "most vulnerable" customers ?

📌What TalkTalk includes under “vulnerable customers”

📌General industry and regulatory context

🧠 Key point

Re: Who are TalkTalks "most vulnerable" customers ?

Re: Who are TalkTalks "most vulnerable" customers ?

Re: Who are TalkTalks "most vulnerable" customers ?