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 ?
