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{{short description|British telecommunications company}}
{{For|other uses of this phrase|Talk Talk (disambiguation)}}
{{about|the telecommunications company|the British band|Talk Talk|other uses|Talk Talk (disambiguation)}}
{{Infobox Company
{{Use dmy dates|date=March 2018}}
| company_name = TalkTalk Telecom Limited
{{Infobox company
| company_logo = [[Image:Talktalk.gif]]
| company_typename = [[LimitedTalkTalk Telecom Group company|Limited]]
| foundationtrade_name = [[2003]]TalkTalk
| logo = TalkTalk Group logo.svg
| ___location = [[Acton, London|Acton]], [[London]], [[UK]]
| former_name = {{Ubl
| key_people = David Thatcher, MD<br>[[Charles Dunstone]], [[Chief Executive|CEO]]
| New TalkTalk plc (2009–2010)
| industry = [[Telecommunications]]
| TalkTalk Telecom Group plc (2010–2021)<ref name="CompaniesHouse">{{Cite web |date=2009-12-15 |title=TalkTalk Telecom Group Limited overview - Find and update company information - GOV.UK |url=https://find-and-update.company-information.service.gov.uk/company/07105891 |access-date=2024-07-16 |website=[[Companies House]] |language=en}}</ref>
| products = [[landline phone|Home]] and [[Mobile phone|Mobile]] [[telephone]]<br>[[equipment]] and [[services]]
| revenue =
| operating_income =
| net_income =
| num_employees =
| parent = [[Carphone Warehouse]]
| subsid =
| homepage = [http://www.talktalk.co.uk/ www.talktalk.co.uk]
| footnotes =
}}
| type =
'''TalkTalk''' is the consumer telephone business of [[The Carphone Warehouse|The Carphone Warehouse Group plc]]. Launched in [[2003]], TalkTalk has more than 2 million customers in the [[United Kingdom|UK]].
| traded_as =
It is one of [[British Telecom|BT]]'s largest telecommunications rivals, holding more than a 10% share in the [[United Kingdom|UK]] telecommunications market, having acquired both [[Tele2]]'s fixed-line customers (£11.5m) and [[One.Tel]] (£169.6m) in December [[2005]] (see Timeline below).
| founder =
| defunct =
| area_served = United Kingdom
| key_people = [[Charles Dunstone|Sir Charles Dunstone]]<br>{{small|(Executive Chairman)}}<br>[[Tristia Harrison|Dame Tristia Harrison]]<br>{{small|(CEO)}}
| industry = [[Telecommunication]]s <br>[[Internet television]]
| products = [[Landline|Fixed line]] telephony, internet services, [[digital television]]
| revenue = {{decrease}} [[Pound sterling|£]]1,557 million (2020)<ref name=AR>{{cite web |url=https://www.talktalkgroup.com/dam/jcr:2877e55c-0f55-4301-91cf-4851a4525e99/TalkTalk%20Annual%20Report%202020.pdf|title=Annual Report 2020|publisher=TalkTalk |access-date=3 March 2021}}</ref>
| operating_income = {{increase}} [[Pound sterling|£]]115 million (2020)<ref name=AR/>
| net_income = {{increase}} [[Pound sterling|£]]153 million (2020)<ref name=AR/>
| aum =
| assets =
| equity =
| num_employees =
| divisions =
| parent = [[Toscafund Asset Management]]
| subsid = [[TalkTalk Business]]<br>TalkTalk Technology<br>[[TalkTalk TV Store]]
| footnotes =
| intl =
| foundation = {{start date and age|df=yes|2003|2}} in [[Leeds]], England
| location_city = [[Salford]]
| location_country = England
| locations =
| homepage = {{url|talktalkgroup.com}}
}}
'''TalkTalk Telecom Group Limited''' (formerly '''New TalkTalk plc''' from 2009–2010 and '''TalkTalk Telecom Group plc''' from 2010–2021;<ref name="CompaniesHouse" /> commonly known as '''TalkTalk Group''', [[doing business as|trading as]] '''TalkTalk''') is a British telecommunications company that provides [[pay television]] and [[Internet service provider|Internet access]] services to businesses and consumers in the United Kingdom. It was founded in 2003 as a [[subsidiary]] of [[Carphone Warehouse]] and was demerged as a standalone company in March 2010.<ref>{{cite news|url=https://www.reuters.com/article/businessNews/idUSTRE62S1OK20100329|title=Best Buy eyes May UK launch; Carphone demerger|last=Potter|first=Mark|date=29 March 2010|work=[[Reuters]]|access-date=29 March 2010|url-status=live|archive-url=http://archive.wikiwix.com/cache/20100329012317/https://www.reuters.com/article/businessNews/idUSTRE62S1OK20100329|archive-date=29 March 2010|df=dmy-all}}</ref> Its headquarters are in [[Salford]].<ref>{{cite web|url=https://www.talktalkgroup.com/contact|title=Contact us|publisher=TalkTalk Group|archive-url=https://web.archive.org/web/20200415072444/https://www.talktalkgroup.com/contact|access-date=3 March 2021|archive-date=15 April 2020}}</ref>
 
Originally, just a provider of fixed line telephone services to consumers, TalkTalk now offers fixed and mobile telephone and [[broadband]] services to consumers under the TalkTalk brand, and telephone and broadband services to business customers under the [[TalkTalk Business]] brand. Like some other UK broadband providers, TalkTalk has invested in its own exchange infrastructure, known as [[Local-loop unbundling|local-loop-unbundling]] (LLU), with 92% of its customer base unbundled as of December 2012. TalkTalk is now one of the "big four" [[internet service providers]], the others being [[BT Consumer|BT]] ([[EE (telecommunications)|EE]]), [[Sky UK|Sky]] and [[Virgin Media]].<ref>{{cite web |title=Broadband market share in the UK |url=https://www.choose.co.uk/broadband/guide/market-share/}}</ref>
The CEO of [[Carphone Warehouse]] is [[Charles Dunstone]].
 
The company was listed on the [[London Stock Exchange]] until it was acquired by [[Toscafund Asset Management]] in March 2021.<ref name=delisted>{{cite news|url=https://www.business-live.co.uk/retail-consumer/online-womenswear-fashion-brand-style-20156627|title=Online womenswear fashion brand In The Style completes AIM float|newspaper=Business Live|date=15 March 2021|access-date=15 March 2021}}</ref>
Originally solely a fixed [[landline]] provider, TalkTalk now operates several [[Mobile virtual network operator|MVNO]]s such as [http://www.talktalkmobile.co.uk TalkTalk Mobile], which led to the company allowing all calls between any TalkTalk [[landline]] and any TalkTalk [[Mobile phone|mobile]], or vice versa, free to consumers. It also offers [http://www.talktalkmobile.co.uk/commerce/servlet/gben-server-PageServer?ARTICLE=MAIN.UK.INTERNET.PORTAL.TTMOBILE.STATIC.TTMOBILE.HOME.FRESH Fresh Mobile] and [http://www.mobileworld.co.uk Mobile World]. TalkTalk also offer a high-speed [[broadband]] [[internet]] service to their home phone subscribers.
 
==History==
Carphone Warehouse also own [http://www.opaltelecom.co.uk Opal Telecom], a business to business telecoms provider with a very largely used switch - which is incidentally used by some of the "competitors" of TalkTalk such as [http://www.toucan.com Toucan] (part of IDT Direct Limited).
 
==Timeline=Establishment===
The Carphone Warehouse's acquisition of [[TalkTalk Business|Opal Telecom]] in November 2002 gave it its own switching network providing access to [[BT Wholesale]]'s landline network. An initial trial was conducted in the [[Manchester]] region, and three months later, ''TalkTalk'' launched with a guarantee that calls would be cheaper than with their perceived chief competitor [[BT Group|BT]]. TalkTalk Broadband was launched in November 2004.<ref>{{cite press release|title=The Carphone Warehouse launches TalkTalk Broadband |publisher=The Carphone Warehouse |date=1 November 2004 |url=http://www.talktalk.co.uk/talktalk/servlet/gben-server-PageServer?article=MAIN.UK.TALKTALK.COMPINFO.PRESS.2004.BBANDLAUNCH |archive-url=https://archive.today/20060511222434/http://www.talktalk.co.uk/talktalk/servlet/gben-server-PageServer?article=MAIN.UK.TALKTALK.COMPINFO.PRESS.2004.BBANDLAUNCH |url-status=dead |archive-date=11 May 2006 |access-date=8 August 2006 }}</ref>
<!-- This didn't work due to footnote problems {{Carphone_Warehouse_timeline}}-->
{| width="450px" | style="valign:top;background-color:#faf5ff" | cellpadding="4" | cellspacing="4" | border="1" | rules="rows"
|- style="background-color:#ddcef2"
! Year !! align="left" | Month !! align="left" | Event
|-
! [[2003]]
|
| [[TalkTalk]] brand launched
|- valign=top
! rowspan=3|[[2004]]
| January
| Acquisition of E2Save for &pound;4.7m<ref name="AR2004">{{cite press release
| title = Annual Report 2004
| publisher = The Carphone Warehouse
| date = 2004
| url = http://www.cpwplc.com/cpw/ir/reports/
| accessdate = 2006-11-03 }}
<blockquote style="font-size:90%">
*"On 1 January 2004, the Group acquired 100% of the issued share capital of E2save.com Limited, a company registered in England, for an initial gross consideration of £1.4m, with a further contingent deferred consideration of up to £3.3m payable over two years." <br/>
*"On 8 March 2004, the Group acquired 100% of the issued share capital of Xtra Telecom SA, a fixed line service provider registered in Spain, for an initial gross consideration of £7.5m, with a further contingent deferred consideration expected to be up to £4.1m payable over two years."
</blockquote></ref>
|-
| March
| Acquisition of Xtra in Spain for &pound;11.6m<ref name="AR2004"/>
|-
| November
| TalkTalk Broadband launched<ref>
{{cite press release
| title = The Carphone Warehouse launches TalkTalk Broadband
| publisher = The Carphone Warehouse
| date = 2004-11-01
| url = http://www.talktalk.co.uk/talktalk/servlet/gben-server-PageServer?article=MAIN.UK.TALKTALK.COMPINFO.PRESS.2004.BBANDLAUNCH
| accessdate = 2006-11-08 }}</ref>
|- valign=top
! rowspan=3|[[2005]]
| March
| Acquisition of One Stop Phone Shop for &pound;15m<ref name="AR2005">
{{cite press release
| title = Annual Report 2005
| publisher = The Carphone Warehouse
| date = 2005
| url = http://www.cpwplc.com/cpw/ir/reports/
| accessdate = 2006-11-04 }}
<blockquote style="font-size:90%">
*"On 1 March 2005, the Group acquired 100% of the issued share capital of One Stop Phone Shop Limited, a company registered in England and Wales that specialises in the mobile ‘off-the-page’ market, for an initial gross cash consideration of £8.3m, with a further contingent deferred consideration of up to £6.7m payable over two years."<br/>
*"On 16 December 2005, the Group acquired 100% of the issued share capital of Tele2 UK Communications Limited (Tele2 UK), a company registered in Englandand Wales, for a gross cash consideration of £11.5m. Tele2 UK is involved in the provision of telecommunications services to residential customers."<br/>
*"On 19 December 2005, the Group acquired 100% of the issued share capital of Centrica Telecommunications Limited, Onetel Limited, Telco Holdings Limited, Awardmodel Limited and their subsidiaries (Onetel), all of which are registered in England and Wales, for a gross cash consideration of £169.6m. Onetel is involved in the provision of telecommunications services to both residential and business customers."</blockquote>
</ref>
|-
| December
| Acquisition of [[Tele2]] for £11.5m<ref name="AR2005"/>
|-
| December
| Acquisition of [[One.Tel]] for £169.6m<ref name="AR2005"/>
|-valign=top
! rowspan=2|[[2006]]
| April
| "Free" TalkTalk broadband offer launched<ref name="free">
{{cite press release
| title = Free broadband forever
| publisher = The Carphone Warehouse
| date = 2006-04-11
| url = http://www.talktalk.co.uk/talktalk/servlet/gben-server-PageServer?article=MAIN.UK.TALKTALK.COMPINFO.PRESS.2006.FREE
| accessdate = 2006-11-08 }}</ref>
|-
| October
| Acquisition of [[AOL|AOL UK]] for £370m<ref name="CPW">{{cite news
| url= http://www.cpwplc.com/cpw/media/press/2006/2006-10-11/
| title= Carphone Warehouse to acquire Time Warner's AOL Internet access business in the UK for £370 million
| work= Carphone Warehouse Press Release
| date=2006-10-11 | accessdate=2006-10-27
}}</ref>
|}
<!--Need to add ref to http://www.telegraph.co.uk/money/main.jhtml?xml=/money/2006/10/11/bcncarphone211.xml -->
 
On 11 April 2006, TalkTalk launched a new broadband service which was promoted as "Free broadband forever" and which offered up to 8 [[Mbit/s]] with a 40&nbsp;GB monthly usage limit for life to all subscribers to their Talk3 International telephone tariff at £20.99/month. Conditions included signing up for a minimum 18-month contract and a £29.99 initial connection fee. That same year, the [[Advertising Standards Authority (United Kingdom)|Advertising Standards Authority]] (ASA) challenged the legitimacy of TalkTalk's claim that this service was truly "free".<ref>{{cite web |title=ASA Upholds 3 TalkTalk Complaints |publisher=ISPReview |date=19 July 2006 |url=http://www.ispreview.co.uk/cgi-bin/news/viewnews.cgi?id=EEVFFpAEVyiMgnauyF |access-date=1 November 2006 |url-status=live |archive-url=https://web.archive.org/web/20061005013148/http://www.ispreview.co.uk/cgi-bin/news/viewnews.cgi?id=EEVFFpAEVyiMgnauyF |archive-date=5 October 2006 |df=dmy-all }}</ref>
==Free broadband==
[[image:TalkTalk_Free_Broadband_logo.png|thumb|right|[[TalkTalk]] broadband promotion]]
;April 2006
On [[11 April]] [[2006]], TalkTalk started offering a free broadband service (up to 8 [[Mbit/s]] with a 40 GB monthly download limit) for life to all subscribers to their Talk 3 international telephone tariff at £20.99/month. Conditions included signing up to a minimum 18 month contract and a £29.99 connection fee.<ref name="free"/>
;July 2006
The [[Advertising Standards Agency]] (ASA) challenged TalkTalk on their free broadband offer.<ref>
{{cite web
| title = ASA Upholds 3 TalkTalk Complaints
| work =
| publisher = ISPReview
| date = 19 July 2006
| url = http://www.ispreview.co.uk/cgi-bin/news/viewnews.cgi?id=EEVFFpAEVyiMgnauyF
| format =
| doi =
| accessdate = 2006-11-01 }}
</ref>
Soon after this challenge, TalkTalk began to offer free broadband on their cheaper Talk3 tariff. This allowed people to have unlimited telephone calls, broadband and line rental for £19.99 a month. Available to new and existing customers, though broadband is only included for customers connected to a [[Local loop unbundling]] (LLU) exchange. As of July 2006, TalkTalk claimed that free broadband was available to 70% of the UK population. This figure is expected to increase as [[British Telecom|BT]] allow the unbundling of the rest of their exchanges. If you are not on one of these unbundled exchanges, up to 8 Mbit/s broadband is charged at an extra £10/month. Many users of TalkTalk Broadband do not experience the full 8 Mbit/s speed, as this depends on the extent to which the user's local exchange has been unbundled, and (as with all [[ADSL]] services) the distance from the exchange.
 
Due to the high number of customers who signed up to the free broadband service, the "Free broadband forever" launch suffered complaints with regard to a long waiting list to join the broadband programme and many difficulties in contacting TalkTalk customer services. In a ''[[Sunday Times]]'' interview, TalkTalk chairman [[Charles Dunstone]] admitted that Carphone's TalkTalk business was "struggling to cope" with the more than 400,000 customers who signed up for high-speed Internet access in the time since the service launched.<ref>{{cite news |title=Broadband 'nightmare' for Talk Talk |publisher=The Sunday Times |date=23 July 2006 |url=http://technology.timesonline.co.uk/article/0,,20411-2281303,00.html |access-date=11 November 2006 |___location=London |first=Paul |last=Durman |url-status=dead |archive-url=https://web.archive.org/web/20060930032924/http://technology.timesonline.co.uk/article/0,,20411-2281303,00.html |archive-date=30 September 2006 |df=dmy-all }}</ref> TalkTalk allowed customers to escape the binding 18-month contract for broadband "if it had failed to keep its service commitments in their case".<ref>{{cite news |title=TalkTalk customers break contract shackles |publisher=The Register |date=29 September 2006 |url=https://www.theregister.co.uk/2006/09/29/talktalk_lets_customers_leave |access-date=6 November 2006 |url-status=live |archive-url=https://web.archive.org/web/20061114064353/http://www.theregister.co.uk/2006/09/29/talktalk_lets_customers_leave/ |archive-date=14 November 2006 |df=dmy-all }}</ref> Dunstone stated "In about 20% of customers there is some kind of problem with the phone exchange, the line, or something else.<ref>{{cite news |title=TalkTalk Free Broadband "a disturbing nightmare" says CEO |publisher=CNET |date=8 November 2006 |url=http://crave.cnet.co.uk/desktops/0,39029426,49285066,00.htm |access-date=8 November 2006 |url-status=live |archive-url=https://web.archive.org/web/20061126124428/http://crave.cnet.co.uk/desktops/0,39029426,49285066,00.htm |archive-date=26 November 2006 |df=dmy-all }}</ref> A customer satisfaction poll by [[uSwitch]] in November 2006 placed TalkTalk and Orange joint bottom for customer satisfaction.<ref>{{cite news |title=Punters suffer in broadband price war |publisher=The Register |date=14 November 2006 |url=https://www.theregister.co.uk/2006/11/14/uswitch_survey_oct |access-date=14 November 2006 |url-status=live |archive-url=https://web.archive.org/web/20061116090216/http://www.theregister.co.uk/2006/11/14/uswitch_survey_oct/ |archive-date=16 November 2006 |df=dmy-all }}</ref>
Some experts predicted this may provoke a UK broadband price war<ref>
{{cite web
| title = Phone firm launches net price war
| work =
| publisher = BBC
| date = [[11 April]] [[2006]]
| url = http://news.bbc.co.uk/1/hi/business/4898212.stm
| format =
| doi =
| accessdate = 2006-11-01 }}
</ref>, and possibly as a result of TalkTalk's free broadband offer, Orange began to offer free broadband to users of their monthly mobile phone contracts (18m contracts for £35+ per month), and Sky have been offering a variety of free or cheap broadband packages to subscribers to their service.
 
By 2005, TalkTalk had 2.5 million customers following the acquisitions of the UK subsidiaries of [[Tele2]] for £11.5 million and [[One.Tel]] for £169.6 million.<ref>{{cite press release|title=Annual Report 2005 |publisher=The Carphone Warehouse |year=2005 |url=http://www.cpwplc.com/cpw/ir/reports/ |access-date=4 November 2006 |url-status=dead |archive-url=https://web.archive.org/web/20061106082142/http://www.cpwplc.com/cpw/ir/reports/ |archive-date= 6 November 2006 }}</ref> Carphone Warehouse purchased the UK ISP business of [[AOL]] in October 2006 for £370m and renamed it [[AOL Broadband]].<ref>{{cite news |url=http://news.bbc.co.uk/1/hi/6039740.stm |title=Carphone Warehouse buying AOL UK |publisher=BBC News |date=11 October 2006 |access-date=28 November 2011}}</ref> This had risen to 2.7 million customers by January 2009.<ref>{{cite news|last1=Wray|first1=Richard|title=Carphone Warehouse weathers economic storm|url=https://www.theguardian.com/business/2009/jan/15/carphone-warehouse|access-date=11 January 2015|work=The Guardian|date=15 January 2009|url-status=live|archive-url=https://web.archive.org/web/20150112002739/http://www.theguardian.com/business/2009/jan/15/carphone-warehouse|archive-date=12 January 2015|df=dmy-all}}</ref>
Due to the unexpectedly high number of customers who flocked to sign up to the free broadband, the launch has suffered complaints with regards to a long waiting list to join the broadband programme and many difficulties in contacting TalkTalk customer services. In a Sunday Times interview, Charles Dunstone admitted that Carphone’s Talk Talk business was "struggling to cope" with the more than 400,000 customers who have signed up for high-speed internet access since the service launched in April. He also compared TalkTalk Broadband to "''a little baby who’s waking up every two hours and is disturbing the family and making our lives a nightmare''."<ref>{{cite news
| title = Broadband 'nightmare' for Talk Talk
| publisher = The Sunday Times
| date = [[23 July]] [[2006]]
| url = http://technology.timesonline.co.uk/article/0,,20411-2281303,00.html
| accessdate = 2006-11-11 }}</ref>
 
===Demerger===
;September 2006
[[File:TalkTalk The White Building (National Wear Red Day 2012).JPG|thumb|240px|TalkTalk Group head office in Evesham Street, London]]
TalkTalk now allow customers to escape the binding 18-month contract for broadband ''"if it had failed to keep its service commitments in their case"''.<ref>{{cite news
In November 2008, Charles Dunstone was reported to be looking to demerge TalkTalk from the main Carphone Warehouse business.<ref>{{cite news|title=Carphone mulls TalkTalk spin-off|url=http://news.bbc.co.uk/1/hi/business/7734935.stm|access-date=11 January 2015|work=BBC News|date=18 November 2008}}</ref> The split was confirmed in April 2009, with plans for TalkTalk to become a separate listed company.<ref>{{cite news|title=Carphone Warehouse plans to split|url=http://news.bbc.co.uk/1/hi/business/8011627.stm|access-date=11 January 2015|work=BBC News|date=22 April 2009|url-status=live|archive-url=https://web.archive.org/web/20090425061023/http://news.bbc.co.uk/1/hi/business/8011627.stm|archive-date=25 April 2009|df=dmy-all}}</ref>
| title = TalkTalk customers break contract shackles
| publisher = The Register
| date = [[29 September]] [[2006]]
| url = http://www.theregister.co.uk/2006/09/29/talktalk_lets_customers_leave
| accessdate = 2006-11-06 }}</ref>
;October 2006
On the BBC programme [[BBC Watchdog|Watchdog]] ([[3 October]] [[2006]]), [[Charles Dunstone]] stated ''"I got it wrong. I didn't realise that free broadband was going to have the effect on people it has."''<ref>
{{cite web
| title = Watchdog viewers have been complaining all summer about Talk Talk. It seems the company's broadband revolution stalls on customer service.
| work = Talk Talk broadband
| publisher = BBC
| date = [[3 October]] [[2006]]
| url = http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/reports/internet/internet_20061003.shtml
| format =
| doi =
| accessdate = 2006-11-01 }}
</ref>
;November 2006
To the [[Mail on Sunday]] [[Charles Dunstone]] stated ''"In about 20% of customers there is some kind of problem with the phone exchange, the line, or something else. There is no point trying to pretend everything is all right. Our business exploded and we compressed the problems everyone in the industry has had into a few months. It has given customers nightmares and I just can't ignore complaints.''"<ref>{{cite news
| title = The Sunday interview: Charles Dunstone (the TalkTalk man)
| publisher = Mail on Sunday
| date = [[5 November]] [[2006]]
| url = http://www.thisismoney.co.uk/investing-and-markets/article.html?in_article_id=414385&in_page_id=3
| accessdate = 2006-11-06 }}</ref><ref>{{cite news
| title = TalkTalk Free Broadband "a disturbing nightmare" says CEO
| publisher = CNET
| date = [[8 November]] [[2006]]
| url = http://crave.cnet.co.uk/desktops/0,39029426,49285066,00.htm
| accessdate = 2006-11-08 }}</ref>
 
Carphone Warehouse agreed to purchase the UK subsidiary of [[Tiscali]] in May 2009 for £236 million.<ref>{{cite news|title=Carphone to purchase Tiscali UK|url=http://news.bbc.co.uk/1/hi/business/8039584.stm|access-date=11 January 2015|work=BBC News|date=8 May 2009|url-status=live|archive-url=https://web.archive.org/web/20090511155716/http://news.bbc.co.uk/1/hi/business/8039584.stm|archive-date=11 May 2009|df=dmy-all}}</ref> The purchase was approved by the [[European Union]] Competition Commission in June 2009,<ref>{{cite news|last1=Felix|first1=Bate|last2=Tutt|first2=Nigel|title=Carphone wins EU approval for Tiscali UK buy|url=https://www.reuters.com/article/eu-carphone-tiscali-idUSLU85492020090630|access-date=11 January 2015|work=Reuters|date=30 June 2009|url-status=live|archive-url=https://web.archive.org/web/20150110025346/http://www.reuters.com/article/2009/06/30/eu-carphone-tiscali-idUSLU85492020090630|archive-date=10 January 2015|df=dmy-all}}</ref> and the sale was completed on 6 July 2009.<ref>{{cite web|title=Carphone Warehouse CPW Completion of Tiscali Acquisition|url=https://www.bloomberg.com/apps/news?pid=newsarchive&sid=aBzKfNfuAaYA|publisher=Bloomberg|access-date=11 January 2015|url-status=live|archive-url=https://web.archive.org/web/20150924144102/http://www.bloomberg.com/apps/news?pid=newsarchive&sid=aBzKfNfuAaYA|archive-date=24 September 2015|df=dmy-all}}</ref> Carphone Warehouse confirmed the business would merge into TalkTalk ahead of the planned demerger.<ref>{{cite news|last1=Clark|first1=Nick|title=Carphone to unveil TalkTalk chief|url=https://www.independent.co.uk/news/business/news/carphone-to-unveil-talktalk-chief-1830031.html|access-date=11 January 2015|work=The Independent|date=28 November 2009|url-status=live|archive-url=https://web.archive.org/web/20150110013259/http://www.independent.co.uk/news/business/news/carphone-to-unveil-talktalk-chief-1830031.html|archive-date=10 January 2015|df=dmy-all}}</ref> The Carphone Warehouse's full-year earnings statement in November 2009 revealed the TalkTalk customer base had risen to 4.1 million following the purchase of Tiscali UK earlier in the year.<ref>{{cite news|title=Carphone raises profit forecast|url=http://news.bbc.co.uk/1/hi/business/8382119.stm|access-date=11 January 2015|work=BBC News|date=27 November 2009}}</ref> Tiscali UK closed to new business on 7 January 2010, and its [[Web portal|portal]] content moved to the TalkTalk website.<ref>[http://news.zdnet.co.uk/communications/0,1000000085,39973694,00.htm Carphone announces death of Tiscali UK] {{webarchive|url=https://web.archive.org/web/20100111043300/http://news.zdnet.co.uk/communications/0,1000000085,39973694,00.htm |date=11 January 2010 }} David Meyer. ZDNet UK. 7 January 2010</ref>
A customer satisfaction poll by [http://www.uswitch.com uSwitch] places TalkTalk and Orange joint bottom for customer satisfaction.<ref>{{cite news
| title = Punters suffer in broadband price war
| publisher = The Register
| date = [[14 November]] [[2006]]
| url = http://www.theregister.co.uk/2006/11/14/uswitch_survey_oct
| accessdate = 2006-11-14 }}</ref>
TalkTalk's website quotes the previous uSwitch poll on [[15 May]] [[2006]] to claim ''"TalkTalk still number one when it comes to overall customer satisfaction."''
<ref>{{cite web
| title = TalkTalk still number one
| publisher = TalkTalk
| date = [[15 May]] [[2006]]
| url = http://www.talktalk.co.uk/talktalk/servlet/gben-server-PageServer?article=MAIN.UK.TALKTALK.COMPINFO.PRESS.2006.U_SWITCH
| accessdate = 2006-11-24 }}</ref>
;January 2007
The published figures show that by the third quarter of 2006, 540,000 users had been subscribed to TalkTalk broadband of which 132,000 were (TalkTalk) [[Local loop unbundling|LLU]] lines.<ref name=ReutersMixed>{{cite web
| title = Carphone gets mixed reception as broadband stalls
| publisher = Reuters
| date = [[12 January]] [[2007]]
| url = http://today.reuters.co.uk/news/articlebusiness.aspx?type=businessNews&storyID=2007-01-12T090048Z_01_LAD002758_RTRUKOC_0_UK-CARPHONE-TRADING.xml
| accessdate = 2007-01-12 }}</ref> In the third quarter trading update, the published figure was 413,000 customers unbundled, including 281,000 AOL Broadband customers.<ref>{{cite web
| title = Carphone Warehouse Trading Update, Released: 12/01/2007
| publisher = CPW
| date = [[12 January]] [[2007]]
| url = http://www.cpwplc.com/cpw/ir/lse/rnsitem?id=1168585296nRNSL4202P
| accessdate = 2007-01-12 }}</ref>
 
In March 2010, TalkTalk and Carphone Warehouse demerged becoming publicly listed companies. [[Dido Harding]] became CEO of TalkTalk and Roger Taylor CEO of New Carphone Warehouse.<ref>[http://www.fiercetelecom.com/story/carphone-puts-demerger-details-table/2010-02-01 Carphone puts demerger details on the table] {{webarchive|url=https://web.archive.org/web/20100203164735/http://www.fiercetelecom.com/story/carphone-puts-demerger-details-table/2010-02-01 |date=3 February 2010 }} Sean Buckley. Fierce Telecom. 1 February 2010</ref>
Roger Taylor ([[CFO]]) reported that the number of TalkTalk Broadband customers was lower than expected, but was forecasting 700,000 customers on unbundled lines ([[Local loop unbundling|LLU]]) by March [[2007]].<ref name=ReutersMixed />
 
===Further development===
In response to the sign up rate halving, The Carphone Warehouse has introduced a free 30 day trial for broadband customers. Charles Dunstone told staff this week that the free trial was "an attempt to give people the confidence to try it, despite what they might of heard". Customers will be able to cancel the contract within 30 days without incurring a penalty.<ref>{{cite web
In January 2010, TalkTalk launched a protest against the introduction of the [[Digital Economy Act 2010]],<ref>{{cite news | url=https://www.telegraph.co.uk/technology/7079982/TalkTalk-would-fight-Digital-Economy-Bill-in-court.html | work=The Daily Telegraph | ___location=London | title=TalkTalk 'would fight Digital Economy Bill in court' | first=Emma | last=Barnett | date=26 January 2010 | access-date=24 May 2010 | url-status=live | archive-url=https://web.archive.org/web/20100129125729/http://www.telegraph.co.uk/technology/7079982/TalkTalk-would-fight-Digital-Economy-Bill-in-court.html | archive-date=29 January 2010 | df=dmy-all }}</ref> and released a video protesting against the law called "Home taping is killing music".<ref>{{cite web|title=Home Taping is Killing Music, by Dan Bull|url=https://www.youtube.com/watch?v=R3jkUhG68wY|publisher=YouTube|access-date=11 January 2015|url-status=live|archive-url=https://web.archive.org/web/20150208154017/https://www.youtube.com/watch?v=R3jkUhG68wY|archive-date=8 February 2015|df=dmy-all}}</ref> Upon the passing of the bill TalkTalk issued a statement on the company blog confirming it would resist attempts to use the bill against their customers.<ref>[http://www.electricpig.co.uk/2010/01/27/talk-talk-boss-says-it-will-fight-government-anti-piracy-plans/ Electricpig.co.uk] {{webarchive|url=https://web.archive.org/web/20110702163556/http://electricpig.co.uk/2010/01/27/talk-talk-boss-says-it-will-fight-government-anti-piracy-plans/ |date=2 July 2011 }}, TalkTalk boss says it will fight government anti-piracy plans.</ref>
| title = Carphone plugs TalkTalk
| publisher = Noble House Media Ltd, Mobile Today
| date = [[16 January]] [[2007]]
| url = http://www.mobiletoday.co.uk/content/15539.asp?men=2&sub=3
| accessdate = 2007-01-17 }}</ref>
 
In a study carried out by UK telecoms regulator [[Ofcom]] in 2010, TalkTalk was found to have average speeds of 7.7-9.3&nbsp;Mbit/sec, while it was advertised as "up to" 24&nbsp;Mbit/sec.<ref>{{cite web|url=http://stakeholders.ofcom.org.uk/market-data-research/telecoms-research/broadband-speeds/speeds-nov-dec-2010/|title=Ofcom - UK fixed broadband speeds, November/December 2010|date=2 March 2011|work=ofcom.org.uk|access-date=3 April 2015|url-status=live|archive-url=https://web.archive.org/web/20120206022013/http://stakeholders.ofcom.org.uk/market-data-research/telecoms-research/broadband-speeds/speeds-nov-dec-2010/|archive-date=6 February 2012|df=dmy-all}}</ref>
==The small print==
The full terms and conditions of TalkTalk services (line rental, call service, mobile and broadband) are covered by a 24 page contractual document called "The Small Print".<ref name="TSP">{{cite web
| title = The Small Print
| publisher = TalkTalk
| date = [[01 November]] [[2006]]
| url = http://www.talktalk.co.uk/talktalk/servlet/AssetServer?article=MAIN.UK.TALKTALK.STATIC.TERMS.BBTERMS1&ASSET=PRODUCT_TERMS
| accessdate = 2006-11-13 }}</ref>
 
TalkTalk was warned by the independent communications regulator Ofcom in November 2010 to rectify its billing systems after 62,000 incorrect bills were sent out. The company was given a deadline to correct the mistakes, which it did not meet, and in August 2011 was duly fined £3 million. Ofcom's figures showed that TalkTalk had incorrectly billed over 65,000 customers between 1 January 2010 and 4 March 2011, mainly relating to issues with integrating Tiscali UK's billing system into its own. The company had been overcharging customers for services that had not been received, resulting in the company paying an additional £2.5 million in refunds.<ref>{{cite news|title=TalkTalk and Tiscali UK fined £3m by Ofcom|url=https://www.bbc.co.uk/news/business-14569918|access-date=18 August 2011|newspaper=BBC News|date=18 August 2011|url-status=live|archive-url=https://web.archive.org/web/20110818170052/http://www.bbc.co.uk/news/business-14569918|archive-date=18 August 2011|df=dmy-all}}</ref>
===Issues with protection of customer records===
The TalkTalk contract automatically allows them to pass on customer records to any company unless you write to them to opt out (section 11.11).<ref name="TSP"/>
 
In November 2014, TalkTalk reached an agreement to purchase the [[ADSL]] business of [[Virgin Media]], allowing Virgin to focus on its cable broadband offering.<ref>{{cite web|last1=Doku|first1=Ernest|title=Virgin Media sells remaining copper broadband customers to TalkTalk|url=http://www.uswitch.com/broadband/news/2014/11/virgin_media_sells_remaining_copper_broadband_customers_to_talktalk/|publisher=uSwitch|access-date=12 January 2015|date=14 November 2014|url-status=live|archive-url=https://web.archive.org/web/20150112225548/http://www.uswitch.com/broadband/news/2014/11/virgin_media_sells_remaining_copper_broadband_customers_to_talktalk/|archive-date=12 January 2015|df=dmy-all}}</ref> Customers were due to begin transferring to TalkTalk from February 2015.<ref>{{cite web|last1=Knapman|first1=Helen|title=Virgin Media begins notifying non-cable customers of transfer to TalkTalk|url=http://www.moneysavingexpert.com/news/phones/2015/01/virgin-media-begins-notifying-non-cable-customers-of-transfer-to-talktalk-|publisher=Money Saving Expert|access-date=12 January 2015|date=7 January 2015|url-status=live|archive-url=https://web.archive.org/web/20150112220014/http://www.moneysavingexpert.com/news/phones/2015/01/virgin-media-begins-notifying-non-cable-customers-of-transfer-to-talktalk-|archive-date=12 January 2015|df=dmy-all}}</ref>
* Section 11.5 states ''"We may also pass your information for '''any specific purpose''' to '''certain third parties''' (some of which may be based outside of the European Union)..."'' Unfortunately "any specific purpose" is not specified and "certain third parties" are not listed. The legal implications of passing customer records on to third parties outside of the EU are unclear as from that point on the customer would have no legal control of the use of their data.
* Section 11.13 states ''"Subject to your rights of objection set out in this clause, and your right of objection in the registration process, you agree that you consent to us, CPW Group '''or third parties''' contacting you for any of the above purposes whether by telephone, email, MMS, SMS or in writing and you confirm that you do not consider any of the above as being a breach of any of your rights under The Privacy and Electronic Communications (EC Directive) Regulations 2003."''
* The term "information" is explained in section 11.1 as including ''"your name, address, date of birth, gender, telephone numbers, email address, bank and Credit or Debit Card information, occupation and employment data, lifestyle information and details of how you use the Services, which may include for example and without limitation, traffic data related to your use of the Mobile Service or the Call Services including, without limitation, the numbers you call, the type, date, time, ___location, duration, and cost of calls, messages or other communications, '''the addresses you send messages to''', or your use of the Broadband Service, such as how long you are on-line, '''your browsing activities''' and other general information about the way you pay and manage your account."'' ''"your browsing activities"'' appears over-zealous as they would have to break UK laws on privacy to use such information.
 
On 8 January 2015, it was confirmed that TalkTalk would purchase the on-demand entertainment service [[Blinkbox]] and broadband business of [[Tesco]] for around £5 million.<ref>{{cite news|last1=Molloy|first1=Antonia|title=Tesco sells Blinkbox and broadband service to TalkTalk|url=https://www.independent.co.uk/news/business/news/tesco-sells-blinkbox-and-broadband-service-to-talktalk-9965004.html|access-date=11 January 2015|work=The Independent|date=8 January 2015|url-status=live|archive-url=https://web.archive.org/web/20150112005707/http://www.independent.co.uk/news/business/news/tesco-sells-blinkbox-and-broadband-service-to-talktalk-9965004.html|archive-date=12 January 2015|df=dmy-all}}</ref> The purchase of Blinkbox was finalised immediately, and the transfer of broadband and home telephone customers was due to be completed by the end of 2015.<ref>{{cite web|last1=Kubiak|first1=Paloma|title=TalkTalk to take over Tesco broadband and home phone customers|url=http://www.moneysavingexpert.com/news/utilities/2015/01/talktalk-to-take-over-tesco-broadband-and-home-phone-customers|publisher=Money Saving Expert|access-date=12 January 2015|date=8 January 2015|url-status=live|archive-url=https://web.archive.org/web/20150111235555/http://www.moneysavingexpert.com/news/utilities/2015/01/talktalk-to-take-over-tesco-broadband-and-home-phone-customers|archive-date=11 January 2015|df=dmy-all}}</ref> TalkTalk confirmed it would merge Blinkbox into its existing services.<ref>{{cite news|last1=Williams|first1=Christopher|title=TalkTalk to shutter loss-making Blinkbox Movies service|url=https://www.telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/telecoms/11332778/TalkTalk-to-shutter-loss-making-Blinkbox-Movies.html|access-date=12 January 2015|work=The Telegraph|date=8 January 2015|url-status=live|archive-url=https://web.archive.org/web/20150111161527/http://www.telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/telecoms/11332778/TalkTalk-to-shutter-loss-making-Blinkbox-Movies.html|archive-date=11 January 2015|df=dmy-all}}</ref>
===Data protection===
Refer to [[Carphone Warehouse]] for more information with regard to possible breaches of the Data Protection Act and the actions of the [[Information Commissioner's Office]].
 
Also in early 2015, TalkTalk transferred 108,000 broadband customers outside its LLU network to Fleur Telecom, a subsidiary of [[Daisy Group]].<ref>{{cite news|last1=Ferguson|first1=Andrew|title=TalkTalk dumps rural broadband customers|url=http://www.thinkbroadband.com/news/6815-talktalk-dumps-rural-broadband-customers.html|access-date=31 December 2016|work=Think Broadband|date=3 February 2015|url-status=live|archive-url=https://web.archive.org/web/20161231170415/http://www.thinkbroadband.com/news/6815-talktalk-dumps-rural-broadband-customers.html|archive-date=31 December 2016|df=dmy-all}}</ref>
==Footnotes==
<!--The referencing mechanism used on this page is explained at [[m:Cite/Cite.php]].-->
<div class="references-small" style="-moz-column-count:2; column-count:2;">
<references/>
</div>
 
===2015 data breach===
==References==
{{Main articles|2015 TalkTalk data breach}}
In October 2015, TalkTalk experienced a "significant and sustained cyber-attack", during which personal and banking details of up to four million customers is thought to have been accessed.<ref name=BBCNews23>{{cite web|title=TalkTalk cyber-attack: Boss 'very sorry for security breach'|url=https://www.bbc.co.uk/news/uk-34615226|website=[[BBC News]]|publisher=[[BBC]]|access-date=23 October 2015|date=23 October 2015|url-status=live|archive-url=https://web.archive.org/web/20151023132433/http://www.bbc.co.uk/news/uk-34615226|archive-date=23 October 2015|df=dmy-all}}</ref> TalkTalk stated they had received a ransom demand from a group claiming to be responsible.<ref name=independent-20151023>{{cite news |url=https://www.independent.co.uk/news/uk/crime/talktalk-cyber-attack-company-receives-ransom-demand-from-hackers-a6706046.html |title=TalkTalk cyber attack: Company receives ransom demand from 'hackers' |author=Adam Withnall |newspaper=The Independent |date=23 October 2015 |access-date=24 October 2015 |url-status=live |archive-url=https://web.archive.org/web/20151024171115/http://www.independent.co.uk/news/uk/crime/talktalk-cyber-attack-company-receives-ransom-demand-from-hackers-a6706046.html |archive-date=24 October 2015 |df=dmy-all }}</ref> Some customers complained that they were targeted by criminals before TalkTalk disclosed the cyber-attack, and the Chair of the [[Home Affairs Select Committee]] said "Suggestions that TalkTalk has covered up both the scale and duration of this attack ... must be thoroughly investigated."<ref name=telegraph-20151023>{{cite news |url=https://www.telegraph.co.uk/news/uknews/law-and-order/11952192/TalkTalk-faces-new-questions-over-cyber-attack.html |title=TalkTalk faces new questions over cyber attack |author=David Barrett |newspaper=Daily Telegraph |date=23 October 2015 |access-date=24 October 2015 |url-status=live |archive-url=https://web.archive.org/web/20151024085712/http://www.telegraph.co.uk/news/uknews/law-and-order/11952192/TalkTalk-faces-new-questions-over-cyber-attack.html |archive-date=24 October 2015 |df=dmy-all }}</ref><ref name="UK hearings testimony">{{cite web|last1=Rhysider|first1=Jack|title=Ep 4: Panic! at the TalkTalk Board Room|url=https://darknetdiaries.com/episode/4/|website=darknetdiaries|publisher=Darknet Diaries|access-date=5 May 2018|url-status=live|archive-url=https://web.archive.org/web/20180505185436/https://darknetdiaries.com/episode/4/|archive-date=5 May 2018|df=dmy-all}}</ref>
 
Having initially stated that all its customers might have been affected, on 24 October TalkTalk issued a statement saying that a "materially lower" amount of customers’ financial information was stolen, and that the stolen data was not sufficient for money to be taken from bank accounts.<ref name="Guardian">{{cite web | url=https://www.theguardian.com/business/2015/oct/24/talktalk-attack-government-urged-to-do-more-on-cybercrime | title=TalkTalk cyber-attack not as bad as first thought, company says | publisher=Guardian | date=24 October 2015 | access-date=24 October 2015 | url-status=live | archive-url=https://web.archive.org/web/20151024121806/http://www.theguardian.com/business/2015/oct/24/talktalk-attack-government-urged-to-do-more-on-cybercrime | archive-date=24 October 2015 | df=dmy-all }}</ref> On 6 November, TalkTalk stated that the impact of the breach was "much more limited than initially suspected", adding that 156,959 customer accounts were involved, from which 15,656 sort codes and bank account numbers had been taken. This amounts to 4% of customers whose financial data is compromised. There were 28,000 partial credit and debit cards stolen, but as these were "obscured" they could not be used.<ref name="Clarification">{{cite web | url=https://www.bbc.co.uk/news/business-34743185 | title=TalkTalk hack 'affected 157,000 customers' | publisher=BBC News | date=6 November 2015 | access-date=6 November 2015 | url-status=live | archive-url=https://web.archive.org/web/20151106075034/http://www.bbc.co.uk/news/business-34743185 | archive-date=6 November 2015 | df=dmy-all }}</ref> TalkTalk stated the lost data had not been encrypted, but they were not legally required to encrypt it.<ref name=thereg-20151025>{{cite news |url=https://www.theregister.co.uk/2015/10/25/talktalk_boss_no_legal_obligation_to_encrypt_customer_bank_details/ |title=TalkTalk attack: 'No legal obligation to encrypt customer bank details', says chief |author=Kelly Fiveash |newspaper=The Register |date=25 October 2015 |access-date=27 October 2015 |url-status=live |archive-url=https://web.archive.org/web/20151026113324/http://www.theregister.co.uk/2015/10/25/talktalk_boss_no_legal_obligation_to_encrypt_customer_bank_details/ |archive-date=26 October 2015 |df=dmy-all }}</ref>
* {{cite news
| title = Calling time on the Talk Talk fiasco
| publisher = The Observer
| date = [[17 December]] [[2006]]
| url = http://observer.guardian.co.uk/cash/story/0,,1973619,00.html
| accessdate = }}
 
The attack cost £42m to TalkTalk and 101,000 subscribers left in the aftermath of the attack. On 5 October 2016, TalkTalk was fined £400,000 by the [[Information Commissioner's Office]] for its negligence on securing clients data.<ref>{{cite web|url=http://www.silicon.co.uk/security/talktalk-cyber-security-ico-fine-198701|title=TalkTalk's Cyber Security Negligence Gets Hit With £400,000 ICO Fine|date=5 October 2016|url-status=live|archive-url=https://web.archive.org/web/20161208120834/http://www.silicon.co.uk/security/talktalk-cyber-security-ico-fine-198701|archive-date=8 December 2016|df=dmy-all}}</ref><ref>{{cite news|url=https://www.bbc.co.uk/news/business-37565367|title=TalkTalk fined £400,000 over cyber theft|work=BBC News |date=5 October 2016|url-status=live|archive-url=https://web.archive.org/web/20161122121938/http://www.bbc.co.uk/news/business-37565367|archive-date=22 November 2016|df=dmy-all}}</ref>
* {{cite news
| title = How bad has your experience of TalkTalk broadband been?
| publisher = The Telegraph
| date = [[11 October]] [[2006]]
| url = http://www.telegraph.co.uk/news/main.jhtml?view=BLOGDETAIL&grid=P30&blog=yourview&xml=/news/2006/10/11/ublbizview11.xml
| accessdate = }}
 
===2016 malware router infection===
* {{cite news
On 1 December 2016, TalkTalk routers were infected with a modified version of the [[Mirai (malware)|Mirai malware]], leaving hundreds of thousands of customers without Internet access, because of the inability of TalkTalk to keep the routers securely updated.<ref>{{cite news|url=https://www.bbc.co.uk/news/technology-38167453|title=TalkTalk and Post Office routers attacked|work=BBC News |date=1 December 2016|url-status=live|archive-url=https://web.archive.org/web/20161205110734/http://www.bbc.co.uk/news/technology-38167453|archive-date=5 December 2016|df=dmy-all}}</ref> The malware stole the Wi-Fi passwords of the routers.<ref>{{cite news|url=https://www.bbc.co.uk/news/technology-38208958|title=TalkTalk wi-fi router passwords 'stolen'|first=Leo|last=Kelion|work=BBC News |date=5 December 2016|url-status=live|archive-url=https://web.archive.org/web/20161205222945/http://www.bbc.co.uk/news/technology-38208958|archive-date=5 December 2016|df=dmy-all}}</ref> The handling of the Wi-Fi password breach was criticised by several cyber-security experts.<ref>{{cite news|url=https://www.bbc.co.uk/news/technology-38223805|title=TalkTalk's hack advice is 'astonishing'|first=Leo|last=Kelion|work=BBC News |date=7 December 2016|url-status=live|archive-url=https://web.archive.org/web/20161211060428/http://www.bbc.co.uk/news/technology-38223805|archive-date=11 December 2016|df=dmy-all}}</ref>
| title = ASA Adjudication - Free broadband forever
| publisher = Advertising Standards Authority
| date = [[19 July]] [[2006]]
| url = http://www.asa.org.uk/asa/adjudications/Public/TF_ADJ_41530.htm
| accessdate = }}
 
==See=Offer alsoby Toscafund===
On 17 December 2020, [[Toscafund Asset Management]] announced that it had sealed a takeover which valued TalkTalk at £1.1 billion, taking it private. Toscafund was previously TalkTalk's second largest shareholder.<ref>{{cite web|url=https://londonlovesbusiness.com/talktalk-seals-1-1bn-takeover-deal/|date=17 December 2020|publisher=London Loves Business|title=TalkTalk seals £1.1bn takeover deal|access-date=3 March 2021}}</ref><ref name=telegraph-20201219>{{cite news |url=https://www.telegraph.co.uk/business/2020/12/19/talktalk-buy-out-underpinnedby527m-costly-borrowing/ |archive-url=https://ghostarchive.org/archive/20220112/https://www.telegraph.co.uk/business/2020/12/19/talktalk-buy-out-underpinnedby527m-costly-borrowing/ |archive-date=12 January 2022 |url-status=live |title=TalkTalk buy-out underpinned by £527m in costly borrowing |last=Williams |first=Christopher |newspaper=Sunday Telegraph |url-access=subscription |date=19 December 2020 |access-date=22 December 2020}}{{cbignore}}</ref> The transaction was completed in March 2021.<ref name=delisted/>
*[[The Carphone Warehouse]]
*[[Local loop unbundling]]
*[[Charles Dunstone]]
 
==External=Recent linkshistory===
In late 2021, TalkTalk took over the business of internet service provider Origin Broadband after Origin had amassed over £20m in losses. Origin was split into two separate legal entities, Origin Broadband and Origin Broadband Services, and together restructured as OB Telecom.<ref>{{Cite web|url=https://www.ispreview.co.uk/index.php/2021/09/troubled-uk-isp-origin-broadband-move-customers-to-talktalk.html|title=Troubled UK ISP Origin Broadband Move Customers to TalkTalk UPDATE|first1=Mark|last1=Jackson|date=27 September 2021|website=ISPreview UK}}</ref><ref>{{Cite web|url=https://www.rothbiz.co.uk/2021/11/news-7876-rotherham-broadband-firm.html|title=News: Rotherham broadband firm crashed with £38m in debts}}</ref>
*[http://www.talktalk.co.uk/ TalkTalk website]
*[http://www.carphonewarehouse.co.uk/ The Carphone Warehouse website]
*[http://www.talktalkproblems.co.uk/ TalkTalkProblems consumer forum website ]
 
In March 2022, it was announced that TalkTalk had acquired a [[London]]-based provider of high-bandwidth network services, Virtual1.<ref>{{Cite web |date=2022-04-04 |title=TalkTalk to acquire London-based network provider {{!}} TheBusinessDesk.com |url=https://www.thebusinessdesk.com/northwest/news/2096054-talktalk-to-acquire-london-based-network-provider |access-date=2022-04-04 |website=North West |language=en}}</ref>
*[http://www.dumpvideo.net/2006/12/02/talktalk-commercial/ TalkTalk Commercial Video Clip]
 
In July 2022, it was reported that [[Virgin Media O2]] was exploring a bid for the company.<ref>{{cite news|url=https://www.theguardian.com/business/2022/jul/15/virgin-media-o2-explores-bid-for-rival-talktalk|title=Virgin Media O2 explores bid for rival TalkTalk|date=15 July 2022|newspaper=The Guardian|access-date=20 July 2022}}</ref>
 
In November 2022, it was announced TalkTalk had acquired a controlling stake in the [[Horsham]]-based broadband ISP and products holding company, Telecom Acquisitions Ltd.<ref>{{Cite web |last=Jackson |first=Mark |date=2022-11-23 |title=UK ISP TalkTalk Take Controlling Stake in Telecom Acquisitions Ltd |url=https://www.ispreview.co.uk/index.php/2022/11/uk-isp-talktalk-take-controlling-stake-in-telecom-acquisitions-ltd.html |url-status=dead |archive-url=https://web.archive.org/web/20221123115526/https://www.ispreview.co.uk/index.php/2022/11/uk-isp-talktalk-take-controlling-stake-in-telecom-acquisitions-ltd.html |archive-date=2022-11-23 |access-date=2022-11-24 |website=ISPreview UK |language=en}}</ref>
 
It was reported in July 2024 that the company was in financial difficulties and struggling to refinance over £1bn in outstanding borrowings.<ref>{{cite news|url=https://www.telegraph.co.uk/business/2024/07/21/talktalk-mobile-warns-faces-collapse-weeks/|title=TalkTalk races to secure £200m lifeline from founder|date=21 July 2024|newspaper=The Telegraph|access-date= 21 July 2024}}</ref> A successful refinancing, coordinated with [[A&O Shearman]] and [[DNB ASA]], was fully agreed and completed before the end of 2024. <ref>{{Cite web|url=https://www.talktalkgroup.com/newsroom/refinancing-update-completion|title=TalkTalk Group|website=talktalkgroup.com}}</ref>
 
==Services==
 
===Broadband and fixed-line telephony===
TalkTalk provides broadband and landline telephone services for private households. The company provides these services generally together in packages, but also separately. Services were also provided under the [[AOL Broadband]] brand, which has been used under licence since Carphone Warehouse bought the ISP. AOL Broadband closed to new business in 2014, although some [[AOL]] content is available to TalkTalk customers. Customers are also offered "Homesafe", a network-level online security and website blocking system that TalkTalk introduced in 2011. The system is aimed at parents who want to filter web content such as [[pornography]] or violence.<ref>{{cite news |title=TalkTalk launches HomeSafe website filter |work=Which? |date=9 May 2011 |url=http://www.which.co.uk/news/2011/05/talktalk-launches-homesafe-website-filter-252998/ |url-status=live |archive-url=https://web.archive.org/web/20110514165257/http://www.which.co.uk/news/2011/05/talktalk-launches-homesafe-website-filter-252998 |archive-date=14 May 2011 |df=dmy-all }}</ref>
 
===Television===
The company is one of seven partners in the television venture [[YouView]] and provides [[IPTV]] services including access to YouView. It first inherited an IPTV service from the purchase of Tiscali and renamed it TalkTalk TV in January 2010. TalkTalk closed the service to new business that year and in August 2012 introduced its new service including YouView, [[TalkTalk Plus TV]].<ref>{{cite web|url=http://www.talktalkgroup.com/press/press-releases/2012/26-07-2012.aspx |title=Strategy update and Q1 Interim Management Statement |work=talktalkgroup.com |access-date=3 April 2015 |url-status=dead |archive-url=https://web.archive.org/web/20141022015418/http://www.talktalkgroup.com/press/press-releases/2012/26-07-2012.aspx |archive-date=22 October 2014 }}</ref>
 
===Mobile telephony===
In late 2010 TalkTalk launched a mobile telephone service called TalkTalk Mobile, which operates as a [[mobile virtual network operator]] on the [[Vodafone UK]] network.<ref>{{cite web|title=TalkTalk and Vodafone UK announce new MVNO partnership |url=http://www.talktalkgroup.com/press-centre/30-07-10-vodafone.html |url-status=dead |archive-url=https://web.archive.org/web/20100801234553/http://www.talktalkgroup.com/press-centre/30-07-10-vodafone.html |archive-date= 1 August 2010 }}</ref> TalkTalk have also launched a mobile broadband [[dongle]] which allows users to access the Internet on the move although you already need to be an existing TalkTalk customer to sign up to these services.<ref>{{cite web | title=Do I have to be an existing customer to take mobile services? | url=http://sales.talktalk.co.uk/products/mobile/faq/existing-customer.html | url-status=live | archive-url=https://web.archive.org/web/20120210101207/http://sales.talktalk.co.uk/products/mobile/faq/existing-customer.html | archive-date=10 February 2012 | df=dmy-all }}</ref>
 
In 2014, TalkTalk Mobile announced its intention to switch its MVNO from Vodafone to O2.<ref>{{cite web | title=TalkTalk ditches Vodafone and switches MVNO to O2 | url=http://www.mobilenewscwp.co.uk/2014/11/17/talktalk-ditches-vodafone-to-create-o2-mvno/ | url-status=live | archive-url=https://web.archive.org/web/20150713093609/http://www.mobilenewscwp.co.uk/2014/11/17/talktalk-ditches-vodafone-to-create-o2-mvno/ | archive-date=13 July 2015 | df=dmy-all }}</ref>
 
In January 2018, TalkTalk announced that it will exit the mobile provider space, and began offering its customers reaching the end of their contracts O2 deals instead.<ref>{{Cite web |title=TalkTalk begins winding down its mobile business |url=https://www.engadget.com/2018-01-24-talktalk-mobile-business-shut-down.html |access-date=2023-02-17 |website=Engadget |language=en-US |date=2018-01-24}}</ref>
 
==Advertising==
The TalkTalk brand was launched with a number of high-profile TV advertisements in 2003, featuring the former public face of BT, [[Maureen Lipman]]. TalkTalk's first slogan, "It's good to talk, but it's better to TalkTalk", mocked BT's own "It's good to talk" slogan.<ref>{{cite web|url=https://www.theguardian.com/media/2003/jun/03/advertising.marketingandpr|title=Now cheeky Carphone hires BT's Lipman|date=3 June 2003|work=The Guardian|access-date=28 April 2017|url-status=live|archive-url=https://web.archive.org/web/20140911121522/http://www.theguardian.com/media/2003/jun/03/advertising.marketingandpr|archive-date=11 September 2014|df=dmy-all}}</ref>
 
In March 2010, TalkTalk released a parody music video of [[Home Taping Is Killing Music]] to protest against the [[Digital Economy Act 2010]]. The video features look-alike performers [[Madonna (entertainer)|Madonna]], [[George Michael]], and [[Adam Ant]]. It was created with the help of British songwriter [[Dan Bull]].<ref>{{cite web |title=Home Taping is Killing Music, by Dan Bull |url=https://www.youtube.com/watch?v=R3jkUhG68wY&ab_channel=dontdisconnectus |website=Youtube |access-date=28 March 2022}}</ref><ref>{{cite web|last1=Heaney |first1=Andrew |title=Dan Bull takes us back to the 80s when "home taping was killing music" |url=http://blog.talktalk.co.uk/weird-and-wonderful/dan-bull-takes-us-back-to-the-80s-when-home-taping-was-killing-music/ |archive-url=https://web.archive.org/web/20141221113509/http://blog.talktalk.co.uk/weird-and-wonderful/dan-bull-takes-us-back-to-the-80s-when-home-taping-was-killing-music/ |url-status=dead |archive-date=21 December 2014 |website=TalkTalk blogblog |date=12 March 2010 }}</ref><ref>{{cite web |title=TalkTalk gets musical with digital economy bill opposition |url=http://www.cable.co.uk/news/talktalk-gets-musical-with-digital-economy-bill-opposition-19669149/ |website=cable.co.uk/ |access-date=13 April 2022 |archive-date=22 July 2011 |archive-url=https://web.archive.org/web/20110722195947/http://www.cable.co.uk/news/talktalk-gets-musical-with-digital-economy-bill-opposition-19669149/ |url-status=dead }}</ref>
 
In April 2024, [[Mark Heap]] was the lead in a series of radio advertisements for TalkTalk written and directed by [[Rich Johnston]] and produced by [[Radioville]]. <ref>{{cite web|url=https://www.youtube.com/watch?v=v42vC9QZcGA/|work=[[YouTube]]|title=Terry's Story, a series of radio ads for TalkTalk, starring Mark Heap, written by Rich Johnston|first=Rich|last=Johnston|date=18 June 2024}}</ref>
 
==Sponsorships==
In 2004 TalkTalk won the sponsorship rights to ''[[Big Brother (UK)|Big Brother]]'' from the UK mobile firm [[O2 (UK)|O2]]. Sponsorship continued until [[Celebrity Big Brother racism controversy|the racism controversy]] of ''[[Celebrity Big Brother 5 (UK)|Celebrity Big Brother 5]]'' after which the company retracted its sponsorship agreement.<ref>{{cite web |last=Haines |first=Lester |url=https://www.theregister.co.uk/2007/01/18/carphone_warehouse_pulls_bb_sponsorship |title=Carphone Warehouse hangs up on Celebrity Big Brother |publisher=The Register |date=18 January 2007 |access-date=1 August 2013 |url-status=live |archive-url=https://web.archive.org/web/20130729015723/http://www.theregister.co.uk/2007/01/18/carphone_warehouse_pulls_bb_sponsorship/ |archive-date=29 July 2013 |df=dmy-all }}</ref>
 
TalkTalk began sponsoring ''[[The X Factor (UK TV series)|The X Factor]]'' in 2008, and extended the agreement with [[ITV plc]] in May 2013.<ref>{{cite web |url=http://www.mediaweek.co.uk/article/1183097/talktalk-sponsor-fifth-x-factor |title=TalkTalk to sponsor fifth X Factor |last=Ridley |first=Louise |date=21 May 2013 |publisher=Media Week |access-date=20 October 2013 |url-status=live |archive-url=https://web.archive.org/web/20131022141626/http://www.mediaweek.co.uk/article/1183097/talktalk-sponsor-fifth-x-factor |archive-date=22 October 2013 |df=dmy-all }}</ref>
 
==Controversies==
 
===Sales techniques===
In 2005 TalkTalk was accused of using the practice of [[telephone slamming]] (changing consumers' residential phone line over to a new provider without their consent).<ref name=guard-slamming>{{cite news|url=http://money.guardian.co.uk/phones/story/0,13283,1466811,00.html|title=When slamming the phone prompts a row|work=The Guardian|date=23 April 2005|access-date=30 April 2008| ___location=London| first=Miles| last=Brignall|archive-url=https://web.archive.org/web/20150111095359/http://www.theguardian.com/money/2005/apr/23/internetphonesbroadband.phones|archive-date=11 January 2015|url-status=live}}</ref>
 
In November 2012 the [[Information Commissioner's Office]] (ICO) publicly listed TalkTalk as one of a number of companies that it had concerns about due to unsolicited telephone calls for marketing. The concerns were based on complaints. In response, TalkTalk said that it was working with the ICO to address any issues, that the ICO did not plan any enforcement action against it, and that the number of complaints about its telephone marketing calls had fallen.<ref>{{citation|url=https://www.bbc.co.uk/news/business-20348373|publisher=BBC News|title=Commissioner names firms over 'nuisance' marketing calls|date=16 November 2012|last=Core|first=Kevin|access-date=8 February 2013|archive-url=https://web.archive.org/web/20150920000335/http://www.bbc.co.uk/news/business-20348373|archive-date=20 September 2015|url-status=live}}</ref>
 
===Phorm click-stream analysis===
In early 2008 it was announced that TalkTalk had entered into an agreement (along with BT and Virgin Media) with the former [[spyware]] company [[Phorm]] to intercept and analyse their users' [[Clickstream|click-stream data]], and sell the anonymised aggregate information as part of Phorm's OIX advertising service.<ref>{{cite web|url=https://www.theregister.co.uk/2008/02/25/phorm_isp_advertising/page2.html|title=ISP data deal with former 'spyware' boss triggers privacy fears|work=theregister.co.uk|access-date=3 April 2015|url-status=live|archive-url=https://web.archive.org/web/20121217080502/http://www.theregister.co.uk/2008/02/25/phorm_isp_advertising/page2.html|archive-date=17 December 2012|df=dmy-all}}</ref><ref>{{cite web|url=https://www.theregister.co.uk/2008/02/29/phorm_documents/|title=How Phorm plans to tap your Internet connection|work=theregister.co.uk|access-date=3 April 2015|url-status=live|archive-url=https://web.archive.org/web/20150412151736/http://www.theregister.co.uk/2008/02/29/phorm_documents/|archive-date=12 April 2015|df=dmy-all}}</ref> At the time, TalkTalk confirmed that the new Phorm system, when implemented, would be a strictly opt-in service.<ref>{{cite web|url=http://www.thinkbroadband.com/news/3456-talktalk-make-phorm-opt-in.html|title=thinkbroadband :: TalkTalk make Phorm opt-in|work=thinkbroadband.com|access-date=3 April 2015|url-status=live|archive-url=https://web.archive.org/web/20080313180058/http://www.thinkbroadband.com/news/3456-talktalk-make-phorm-opt-in.html|archive-date=13 March 2008|df=dmy-all}}</ref> In July 2009, Charles Dunstone, CEO of TalkTalk Group announced that TalkTalk had withdrawn plans to introduce Phorm, along with a similar announcement from BT in the same week.<ref>[http://business.timesonline.co.uk/tol/business/industry_sectors/technology/article6652692.ece Phorm stranded as BT and Carphone pull plug on online ‘spying’ technology] {{webarchive|url=https://web.archive.org/web/20110612153023/http://business.timesonline.co.uk/tol/business/industry_sectors/technology/article6652692.ece |date=12 June 2011 }} The Times, 7 July 2009</ref>
 
===URL harvesting===
On 26 July 2010, ''[[The Register]]'' reported that TalkTalk had begun harvesting URLs accessed by TalkTalk customers as part of a new anti-malware system it is developing in conjunction with [[Huawei]], the manufacturer of its network servers. When a user accesses a web page, the URL is harvested and the servers issue the same URL request with the intention of checking the site for malicious code. TalkTalk claims that no personally identifiable information is being harvested however, like [[Phorm]], some users argue there are some potential legal issues with this harvesting of information.<ref>{{cite web|url=http://www.talktalkblog.co.uk/2010/08/23/keeping-customers-safe-online-update |title=TalkTalk BlogBlog - TalkTalk BlogBlog |work=talktalkblog.co.uk |access-date=3 April 2015 |url-status=dead |archive-url=https://web.archive.org/web/20131012102000/http://www.talktalkblog.co.uk/2010/08/23/keeping-customers-safe-online-update/ |archive-date=12 October 2013 }}</ref> Under relevant UK legislation, URLs are deemed communications content and interception without permission is prohibited.<ref>{{cite web|url=https://www.theregister.co.uk/2010/07/26/talktalk_stalkstalk|title=TalkTalk turns StalkStalk to build malware blocker|work=theregister.co.uk|access-date=3 April 2015|url-status=live|archive-url=https://web.archive.org/web/20150216090158/http://www.theregister.co.uk/2010/07/26/talktalk_stalkstalk/|archive-date=16 February 2015|df=dmy-all}}</ref><ref>{{cite web|url=https://www.telegraph.co.uk/technology/news/7916764/Customer-outrage-over-TalkTalk-monitoring-web-use.html|title=Customer outrage over TalkTalk monitoring web use|date=29 July 2010|work=Telegraph.co.uk|access-date=3 April 2015|url-status=live|archive-url=https://web.archive.org/web/20150519124630/http://www.telegraph.co.uk/technology/news/7916764/Customer-outrage-over-TalkTalk-monitoring-web-use.html|archive-date=19 May 2015|df=dmy-all}}</ref>
 
===TalkTalk Ireland===
TalkTalk briefly offered broadband services in Ireland,<ref>{{Cite web|url=https://www.siliconrepublic.com/comms/talktalk-launches-broadband-packages|title=TalkTalk launches broadband packages - Comms &#124; siliconrepublic.com - Ireland's Technology News Service|date=27 November 2007|website=Silicon Republic}}</ref> but sold their operations to [[Digiweb]].<ref>{{cite web|url=https://digiweb.ie/digiweb-acquires-talktalk-ireland/|title=Digiweb buys TalkTalk Ireland|publisher=Digiweb|access-date=29 March 2024}}</ref>
 
They had significant service centres, inherited from AOL and Toucan, for UK customers based in [[Waterford]] and [[Sligo]]. The Sligo centre, originally opened for Toucan, closed in 2010 with the loss of 160 jobs.<ref name="irishtimes.com">{{cite news |url=http://www.irishtimes.com/newspaper/ireland/2009/1127/1224259547468.html |title=300 jobs to go in Sligo closure and Cork cutbacks |work=Irish Times |date=27 November 2009 |access-date=23 March 2010 |url-status=live |archive-url=https://web.archive.org/web/20100811045324/http://www.irishtimes.com/newspaper/ireland/2009/1127/1224259547468.html |archive-date=11 August 2010 |df=dmy-all }}</ref> Some employees were transferred to the centre in Waterford, which at the time was advertising 60 positions.<ref>{{cite news |url=http://www.irishtimes.com/newspaper/finance/2009/1209/1224260354701.html |title=Talk Talk to create 60 jobs in Waterford |work=Irish Times |date=9 December 2009 |access-date=23 March 2010 |url-status=live |archive-url=https://web.archive.org/web/20111205051431/http://www.irishtimes.com/newspaper/finance/2009/1209/1224260354701.html |archive-date=5 December 2011 |df=dmy-all }}</ref><ref>{{cite news |url=http://www.rte.ie/news/2009/1208/jobs-business.html |title=TalkTalk Waterford jobs after Sligo closure |work=RTE |date=8 December 2009 |access-date=23 March 2010 |url-status=live |archive-url=https://web.archive.org/web/20110222150111/http://www.rte.ie/news/2009/1208/jobs-business.html |archive-date=22 February 2011 |df=dmy-all }}</ref>
 
On 7 September 2011 it was announced that the Waterford call centre would cease operations within 30 days.<ref>{{cite news | url=http://www.irishtimes.com/newspaper/ireland/2011/0908/1224303700239.html | newspaper=The Irish Times | first=Barry | last=Roche | title=Southeast shocked at decision by Waterford call centre to close with loss of 575 jobs | date=8 September 2011 | url-status=live | archive-url=https://web.archive.org/web/20110909012034/http://www.irishtimes.com/newspaper/ireland/2011/0908/1224303700239.html | archive-date=9 September 2011 | df=dmy-all }}</ref> There was speculation in the Irish press that the jobs would be relocated to Southeast Asia and the UK.<ref>{{cite news| url=http://www.independent.ie/national-news/talk-talk-600-jobs-go-to-asia-where-wages-are-90-pc-lower-2870610.html | work=Irish Independent | title=Talk Talk: 600 jobs go to Asia where wages are 90 pc lower | date=8 September 2011}}</ref> The [[Government of Ireland]] and its agencies criticised how TalkTalk and its subsidiary TalkTalk Ireland Ltd. dealt with the job losses.<ref>{{cite news | url=http://www.rte.ie/news/2011/0908/talktalk.html | work=RTÉ News | title=Talk Talk decision 'devastating' - Kenny | date=8 September 2011 | url-status=live | archive-url=https://web.archive.org/web/20111025163006/http://www.rte.ie/news/2011/0908/talktalk.html | archive-date=25 October 2011 | df=dmy-all }}</ref> The TalkTalk call centre in Waterford closed on 7 October 2011, with the loss of over 570 jobs.<ref>{{cite news |url=http://www.irishtimes.com/newspaper/breaking/2011/1007/breaking3.html |title=TalkTalk call centre shuts doors |work=Irish Times |date=7 October 2011 |url-status=live |archive-url=https://web.archive.org/web/20111007140021/http://www.irishtimes.com/newspaper/breaking/2011/1007/breaking3.html |archive-date=7 October 2011 |df=dmy-all }}</ref><ref>{{cite news | url=http://www.irishtimes.com/newspaper/ireland/2011/1008/1224305457335.html | newspaper=The Irish Times | first=Conor | last=Kane | title=End of the line for TalkTalk workers | date=8 October 2011 | url-status=live | archive-url=https://web.archive.org/web/20111009111027/http://www.irishtimes.com/newspaper/ireland/2011/1008/1224305457335.html | archive-date=9 October 2011 | df=dmy-all }}</ref>
 
===Customer service===
In the past, the company was rated multiple times among the worst landline and broadband providers.<ref>{{cite news|url=https://www.theguardian.com/money/2011/jul/21/talktalk-worst-landline-broadband-ofcom|title=TalkTalk again rated worst among landline and broadband providers; The Guardian|last=King|first=Mark|date=21 July 2011|agency=[[Reuters]]|access-date=29 March 2012|url-status=live|archive-url=https://web.archive.org/web/20161120090629/https://www.theguardian.com/money/2011/jul/21/talktalk-worst-landline-broadband-ofcom|archive-date=20 November 2016|df=dmy-all}}</ref><ref>{{cite web|url=https://www.ispreview.co.uk/index.php/2017/09/talktalk-rated-worst-isp-2017-consumer-broadband-survey.html|title=TalkTalk Rated the Worst ISP by 2017 Which? Consumer Broadband Survey - ISPreview UK|first=Mark|last=Jackson|website=www.ispreview.co.uk|date=22 September 2017 |url-status=live|archive-url=https://web.archive.org/web/20171208174957/https://www.ispreview.co.uk/index.php/2017/09/talktalk-rated-worst-isp-2017-consumer-broadband-survey.html|archive-date=8 December 2017|df=dmy-all}}</ref>
 
Following a sustained effort to improve customer experiences, the company is now rated comparably to its peers by [[Which?]]. <ref>{{Cite web|url=https://www.which.co.uk/reviews/broadband/article/broadband/best-broadband-providers-aIIx34f51krz|title=Best and worst broadband providers 2025|first=Yvette|last=Fletcher|date=19 December 2024|website=Which?}}</ref>
 
==References==
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==External links==
*[https://www.TalkTalk.co.uk TalkTalk.co.uk] — official website
 
{{Telecommunications industry in the United Kingdom}}
{{UK mobile phone companies}}
{{Media in the United Kingdom|comporg}}
{{Authority control}}
 
[[Category:TelecommunicationsTalkTalk inGroup| the United Kingdom]]
[[Category:Telecommunications companies of the United Kingdom]]
[[Category:Internet service providers of the United Kingdom]]
[[Category:Mobile Virtualvirtual Networknetwork Operatorsoperators]]
[[Category:CompaniesTelecommunications basedcompanies established in London2003]]
[[Category:Companies formerly listed on the London Stock Exchange]]
[[Category:Companies2003 establishedestablishments in 2003England]]
[[Category:British companies established in 2003]]
[[Category:2021 mergers and acquisitions]]
[[Category:Corporate spin-offs]]
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