Investigations so far into the cyber attack on our website on Wednesday 21st October 2015 show that the information that may have been accessed is not enough on its own to take money from your bank account.

In the unlikely event that money is stolen from your bank account as a direct result of the cyber-attack (rather than as a result of any other information you give out) then as a gesture of goodwill, on a case by case basis, we will waive termination fees.

We were informed by the Metropolitan Police of the arrest of a suspect in connection with the cyber attack and we continue to assist in the ongoing investigation.

In the meantime, we would like to remind you to remain vigilant about criminals trying to either impersonate you or target you for ‘phishing scams’ by phone, email or text.

How TalkTalk helps to protect customers against malicious calls and phishing scams.

  • TalkTalk is the only provider to offer free calling and privacy features allowing you to: block calls from withheld numbers; block the last number that called you; and to see the number for incoming calls
  • We offer a free reporting and blocking service for nuisance and malicious calls, where you can report suspicious calls to a dedicated expert team who can block the number at a network level, stopping suspected scammers from reaching all TalkTalk homes
  • We constantly review incoming calls to identify and block malicious callers in a similar way to blocking spam emails
  • We’ve already blocked 340 million calls across our network in the last year (that’s 80 for every customer), and we’ll keep working to block even more calls

Customers should:

  • Set up our free calling and privacy features when My Account is restored. It offers caller display, and the ability to block calls from withheld numbers or from the last number which called you.
  • Call 0800 083 2710 to report suspicious calls from anyone you believe is pretending to be from TalkTalk. Our dedicated team will investigate, and if calls are found to breach a strict set of criteria, we will block them from being able to call any customer on our network
  • Double check phone numbers when calling TalkTalk or any other company, ensure the number you have came from a trusted source, such as the official website, or your latest bill or statement. If you receive a call that feels suspicious, hang up and call back on the official number. Phone a friend of other trusted number first, to make sure the previous caller really has hung up.
  • Tell the police Scams are a criminal offence, so if you think you’ve been a victim you should contact the police. You can also contact Action Fraud, the UK’s national fraud and internet crime reporting centre, which can be reached on 0300 123 2040 or via http://www.actionfraud.police.uk

Visit our dedicated guide to scam phone calls for more information.