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| Version 2 | Version 3 |
|---|---|
| TalkTalk restricts fee waivers for ending contracts | TalkTalk restricts fee waivers for ending contracts |
| (about 3 hours later) | |
| TalkTalk has said it will only waive termination fees for customers wanting to end their contracts if money is stolen from them. | TalkTalk has said it will only waive termination fees for customers wanting to end their contracts if money is stolen from them. |
| News that the TalkTalk website had been hit by a "significant and sustained cyber-attack" broke last week. | News that the TalkTalk website had been hit by a "significant and sustained cyber-attack" broke last week. |
| Consumer group Which? called the offer the "bare minimum". | |
| The phone and broadband provider, which has more than four million customers in the UK, said bank details and personal information could have been accessed. | The phone and broadband provider, which has more than four million customers in the UK, said bank details and personal information could have been accessed. |
| But credit and debit card numbers had not been stolen, it said. | But credit and debit card numbers had not been stolen, it said. |
| "In the unlikely event that money is stolen from a customer's bank account as a direct result of the cyber-attack [rather than as a result of any other information given out by a customer], then as a gesture of goodwill, on a case-by-case basis, we will waive termination fees," the company said on its website. | "In the unlikely event that money is stolen from a customer's bank account as a direct result of the cyber-attack [rather than as a result of any other information given out by a customer], then as a gesture of goodwill, on a case-by-case basis, we will waive termination fees," the company said on its website. |
| Compulsory encryption? | Compulsory encryption? |
| The executive director of consumer association Which?, Richard Lloyd, said: "This is the bare minimum from TalkTalk who should look at all the ways customers could lose out from having their data compromised. | |
| "TalkTalk must treat their customers fairly by letting those affected leave their contracts without penalty and consider offering appropriate compensation." | |
| At the weekend, TalkTalk's chief executive said the attack was "smaller" than originally thought. | At the weekend, TalkTalk's chief executive said the attack was "smaller" than originally thought. |
| Dido Harding said any credit card details taken would have been partial and the information might not have been enough to withdraw money "on its own". | Dido Harding said any credit card details taken would have been partial and the information might not have been enough to withdraw money "on its own". |
| Card details accessed were incomplete - with many digits appearing as an x - and "not usable" for financial transactions, it added. | Card details accessed were incomplete - with many digits appearing as an x - and "not usable" for financial transactions, it added. |
| Business leaders have called for urgent action to tackle cyber crime in the wake of the TalkTalk attack. | Business leaders have called for urgent action to tackle cyber crime in the wake of the TalkTalk attack. |
| On Monday, MPs said an inquiry would be launched into the cyber-attack that could have put customers' details at risk. | On Monday, MPs said an inquiry would be launched into the cyber-attack that could have put customers' details at risk. |
| Culture minister Ed Vaizey told the House of Commons the government was not against compulsory encryption for firms holding customer data. | Culture minister Ed Vaizey told the House of Commons the government was not against compulsory encryption for firms holding customer data. |
| Investigation | Investigation |
| A 15-year-old boy arrested in Northern Ireland in connection with the TalkTalk hacking attack has been released on bail pending further inquiries. | |
| The Metropolitan Police, which is investigating the attack, said a County Antrim house was searched on Monday. | |
| The boy was arrested on suspicion of Computer Misuse Act offences. | The boy was arrested on suspicion of Computer Misuse Act offences. |
| He had been taken into custody at Antrim police station and was being questioned by detectives from the Police Service of Northern Ireland. | |
| A police statement said this was a joint investigation involving the Police Service of Northern Ireland (PSNI), and detectives from the Metropolitan Police Cyber Crime Unit (MPCCU). | A police statement said this was a joint investigation involving the Police Service of Northern Ireland (PSNI), and detectives from the Metropolitan Police Cyber Crime Unit (MPCCU). |
| A criminal investigation was launched on Thursday. | A criminal investigation was launched on Thursday. |
| Analysis: Kamal Ahmed, BBC business editor | Analysis: Kamal Ahmed, BBC business editor |
| Now, if I was a TalkTalk customer - and I'm not - I might be feeling a little cheesed off this morning. | Now, if I was a TalkTalk customer - and I'm not - I might be feeling a little cheesed off this morning. |
| The company has announced that it will not waive termination fees unless customers can show that they have lost money from their bank accounts "as a direct result of the cyber-attack". | The company has announced that it will not waive termination fees unless customers can show that they have lost money from their bank accounts "as a direct result of the cyber-attack". |
| And then only as a "goodwill gesture", rather than a contractual right. | And then only as a "goodwill gesture", rather than a contractual right. |
| TalkTalk says customers who have given out any other information - as a result, for example, of a scam call using the partial details from the hack - then that will not qualify. | TalkTalk says customers who have given out any other information - as a result, for example, of a scam call using the partial details from the hack - then that will not qualify. |
| Some customers might be angry at this high bar, but, for investors, TalkTalk's decision is perfectly understandable. | Some customers might be angry at this high bar, but, for investors, TalkTalk's decision is perfectly understandable. |
| After its share price took a pounding yesterday, TalkTalk cannot afford to lose legions of customers to rivals. | After its share price took a pounding yesterday, TalkTalk cannot afford to lose legions of customers to rivals. |
| By holding customers to their contracts - which can be over a year long - TalkTalk must hope that memories have faded by the time it comes to customers being given the option to switch. | By holding customers to their contracts - which can be over a year long - TalkTalk must hope that memories have faded by the time it comes to customers being given the option to switch. |