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TalkTalk's voice-over is writing speeds that its text can't match: Ad pulled from broadcast

Mere threat of time on naughty step has ISP redrafting

An advert for TalkTalk broadband has been taken down for promoting incorrect speeds, The Register can confirm.

The UK's Advertising Standards Authority was alerted after Reg reader Rich Campbell noticed the TV broadcast's voice-over speeds did not match the ones promoted in the text.

"Clearly you need something like 600Mbps to get those kinds of speeds so I reported the ad to the ASA as being incorrect," he told El Reg.

The ASA sent him an email – seen by us – that stated: "We agreed that the (incorrect) voice-over contradicted the (correct) on-screen text in respect of speed claims.

"We therefore contacted Clearcast, the body responsible for clearing ads before they're shown on TV, who have agreed to withdraw the ad from broadcast. TalkTalk have also been informed of our action in this case.

"Basic information will be published on our website,, in due course."

A TalkTalk spokesman said: "We're aware of an error in the voice-over for one of our recent adverts. We immediately took action to correct it once we became aware and an updated version has now been shared with broadcasters."

An ASA spokesman said as the case is currently ongoing it can't comment at this stage beyond confirming that it received a complaint about the TalkTalk TV ad.

Last month the ASA told TalkTalk told to stop claiming its Wi-Fi signal "can't be beaten by any of the other big providers" after fellow telco BT whinged to the complaints body.

TalkTalk has been concentrating on its core broadband business, and is spending £1.5bn on full-fibre to three million homes. But the ISP has found it difficult to shake off its poor customer service track record. ®

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