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Broadband Speed Code of Conduct

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TalkTalk is a signatory to Ofcom's voluntary Broadband Speed Code of Conduct. The code aims to:

  • Govern the information we give you around the broadband speed you'll get when you sign up with us.
  • Protect you if you don't get the minimum speed we quoted during sign up.
  • Define the conditions under which you can terminate your contract without penalty.

If you joined TalkTalk or upgraded your package after 1st March 2019 you're covered by Ofcom's new Broadband Speed Code of Conduct. Customers who joined before this are still covered by the previous code.


Select which option applies to you below for more information.

The Broadband Speed Code of Conduct after 1st March 2019 protects you if your throughput speed is lower than what we promised when you signed up with us.

 

Terms and conditions

You can register a complaint under the Broadband Code of Conduct at any time from the day your TalkTalk services go live. To be released from your contract without penalty:

  • Your throughput speed must be below the minimum guaranteed download speed provided to you at the point of sale. Remember, if you're a new customer, your line will go through a stabilisation period. This usually lasts for around 14 days and it's normal for your speeds to fluctuate during this time.
  • You must give TalkTalk 30 working days to try to resolve any network issues or problems with your line. 

 

How to check your speed

You can check your current broadband speed using our speed test. Details about your expected broadband speeds are in your order confirmation email, including:

  • Your minimum guaranteed download speed
  • Your maximum upload/download speed
  • Your typical upload/download speed range
  • The upload/download speed we advertised for your package

If you want more information about what these speeds mean for you, read our guide that explains the speeds you need for different online activities.

 

What to do if you're getting slow speeds

If your broadband speed is performing at the lower end of your typical speed range, take a look at our tips for boosting your broadband speed. If your speed is lower than your minimum guaranteed download speed, please let us know and we’ll work to fix it within 30 days.

 

The Broadband Speed Code of Conduct before 1st March 2019 protects you if your sync speed is lower than what we promised when you signed up with us.

 

Terms and conditions

You can register a complaint under the Broadband Code of Conduct at any time from the day your TalkTalk services go live. To be released from your contract without penalty:

  • Your sync/line speed must be below the minimum guaranteed line speed provided to you at the point of sale. 
  • You must give TalkTalk 30 working days to try to resolve any network issues or problems with your line.

 

How to check your speed

You can check your sync speed in your router's settings. Your estimated speed range and minimum guaranteed line speed are in your welcome pack. If you don't have your welcome pack, put your telephone number and postcode into our availability checker and we'll show you your estimated speed range based on the conditions of the phone line in your area.

 

What to do if you're not getting your predicted speed

If you feel your broadband speed is slower than your estimated speed, the first thing you should do is take a look at our tips for boosting your broadband speed. If this doesn't help, or if your speed is lower than your guaranteed line speed, please contact us.

 

 

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