We're sorry to hear you're thinking of cancelling. We believe everyone should be able to enjoy affordable broadband, TV, mobile and calls without problems or frustration; if we've fallen short of this in any way, please let us know.
We'd love you to stay, but if you're sure about cancelling you'll need to speak to us. We'll walk you through your options, discuss any charges and explain how you can return your TalkTalk equipment. You can call us now on 03451720088.
If you pay via Direct Debit, please keep this active to make your final payment easier or allow us to refund any credit much quicker.
Cancelling within your contract term
If you're cancelling before your contract has ended, early termination fees may apply. We'll let you know if this is the case and how much it will be when you speak to us. You can check your contract end date in My Account under My Package.
Cancelling within your first 14 days
If you change your mind and want to cancel within 14 days of your order date, you're free to leave without penalty and you'll only pay for the TalkTalk services that you've used during this time. Your cooling off period begins the day after your contract with us is agreed. This applies separately for each product you order with us, no matter what it is.
If you’ve purchased equipment from us which you've not been sent as part of one of our packages, then your cooling off period begins the day after your equipment arrives.
Great Connection Guarantee
If you recently signed up for Fibre broadband, then you're also covered by our Great Connection Guarantee. If you're not satisfied with your Fibre connection in the first 30 days of your services going live, you're free to leave us and you'll only pay for the services you've used.
We want to help our customers get the most out of our services, and we're here to help should you need us. If you use My Account, you can view and pay your bill or check for any updates to your account. You can also use My Connection to diagnose and fix problems with your broadband connection, as well as view your Wi-Fi usage and speeds. If you still need a helping hand, you can contact us using the following channels:
Live Chat
Our Chat experts are on hand to help you with any concerns, such as questions about your bill or to help you resolve any technical problems with your service. Please see our Live chat opening hours for each department.
Telephone
We will prioritise our phone lines for customers who have already registered as needing additional accessibility support. Our dedicated team supports our customers 7 days a week. Please see our Telephone opening hours for each department.
You can call us free of charge from your TalkTalk phone, where our team will be happy to help answer any questions you may have. If possible, please have your account details available when calling — you can find these on My Account or on any of your bills if you need them.
Text Relay
The Text Relay Service provides text-to-voice and voice-to-text translation for those who are deaf, hard of hearing or speech impaired with the aid of a relay assistant. To call us using text relay, dial 18001 followed by 03451720088. For more information about the service, check out Using the Text Relay Service.
By post
We're also able to assist you by post should you wish. You can mail any requests to the address below. Please make sure to include your return contact details, and any query details you've received from us if you've contacted us already with a concern.
TalkTalk
Soapworks
Colgate Lane
Salford
M5 3LZ
To continue with your TalkTalk TV service, you'll need to have TalkTalk broadband. If you decide to cancel your broadband, you'll lose your TV service too. Your mobile service will continue, but because our mobile plans are exclusive offers for TalkTalk customers only, you may have to pay mobile charges if you cancel your other services with us.
If you're switching your services to a different provider you can place your new order directly with them and they should make us aware of the switch. However, we suggest that you always let us know if you're thinking of leaving so we can make sure your account is correctly closed. Check out All about One Touch Switching if you have any questions about switching from your current provider to a new provider.
Please note: If you are switching to Virgin or Vodafone on the CityFibre network, you will need to contact us directly and let us know when you would like us to disconnect your TalkTalk service.
Depending on the terms of your contract, you may have to pay an early termination charge if you leave us before your contract end date but our loyalty team will be happy to discuss your options with you.
When you leave us, we ask that you return your TalkTalk equipment within 42 days or you may be charged. For more information, take a look at returning your TalkTalk equipment.
When you leave TalkTalk to go to another provider, please note that any accessibility services (for instance priority fault repair, alternative format billing, powers of attorney, nominated user, etc.) that we have provided will cease automatically, and you will need to tell your new provider if you need any such services from them. We are not able to transfer any such services directly to them.
You may be entitled to compensation if we fail to do what we are meant to do when transferring your service to your new provider (for example, if we fail to port your number on time, or if we do not bill you correctly for your TalkTalk service). In these cases, you need to contact our customer service team who will be able to discuss the matter further with you.
When you sign up for a TalkTalk service you agree to have that service for a minimum contract term. If you decide to cancel your service with us before that minimum term ends, you may have to pay an early termination charge.
This charge varies depending on your TalkTalk service and the number of months you have left on your contract.
Example
You're on a Fibre 35 package and end your contract with three months remaining, your early termination charge would be £30.60 ( £10.20 x 3 ) The following table shows the early termination charges for each month remaining on your contract:
| Package | Charge per month remaining on your contract |
|---|---|
| Fast Broadband | £10.80 |
| Fibre 35 | £10.20 |
| Fibre 65 | £10.20 |
| Fibre 150 | £10.20 |
| Fibre 250 | £10.20 |
| Fibre 150 Data Only | £10.20 |
| Fibre 500 Data Only | £10.20 |
| Fibre 900 Data Only | £10.20 |
| Faster Fibre* | £10.20 |
*We no longer sell these plans
Commitment Breakage Fee
We charge a commitment breakage fee if you sign up for a boost, but then cancel it before the end of your minimum commitment period. Most of our boosts come with a 30 day commitment period, so check your bills or emails to find out when your specific boost began. If you have Total Home Wi-Fi as part of our Full Fibre packages (Fibre 150 and above), your commitment breakage fee is equivalent to your remaining contract term if cancelled.
If you want to end a service or your agreement with us outside the minimum period you will have to contact us in writing or by phone to give 30 days' notice. However, if you're transferring to another telephone or broadband provider and they are able to transfer your line, we'll accept that you've given us sufficient notice when we receive notice from them. Not all providers can take over an existing line, so you may still need to contact us if your new provider cannot offer this. Unless we tell you otherwise, we will give you 30 days' written notice if we want to end a service outside the minimum period.
If you decide you no longer want TalkTalk Mail Plus you can choose to cancel it. Once cancelled, you'll be able to access your emails through webmail only, this will be available for two years at which point the account will then be deleted.
When you cancel your TalkTalk services, we’ll confirm the date your service is due to end. Depending on when you decide to switch providers and what services you've taken with TalkTalk, you may receive more than one final bill. To find out more, check out our article, Your final bill.
We know that some of you may need to speak to us, depending on the nature of your question. If you want to use chat or a phone our opening hours may vary, you'll find details of what we're able to help you with below;
MESSAGE US ON LIVE CHAT
Customer Service
Monday to Friday 9AM to 9PM, Saturday 9AM to 7PM, Sunday 9AM to 6PM.
Technical Support
Monday to Friday 9AM to 9PM, Saturday 9AM to 7PM, Sunday 9AM to 6PM.
Full Fibre Support
Monday to Sunday 8AM to 8PM.
Sales
Monday to Friday 9AM to 9PM, Saturday 9AM to 7PM, Sunday 9AM to 6PM.
Thinking of Leaving us
Monday to Friday 9AM to 9PM, Saturday 9AM to 7PM, Sunday 9AM to 6PM.
Help with new order
Monday to Friday 9AM to 7PM, Saturday 9AM to 7PM and closed on Sunday.
Mobile
Monday to Friday 9AM to 7PM, Saturday 9AM to 7PM, Sunday 9AM to 6PM.
Speak to us on the Phone
Customer Service
Monday to Friday 9AM to 7PM, Saturday 9AM to 6PM and closed on Sunday.
Technical Support
Monday to Friday 9AM to 7PM, Saturday 9AM to 6PM and closed on Sunday.
Full Fibre Support
Monday to Saturday 8AM to 8PM and closed on Sunday.
Sales
Monday to Friday 9AM to 7PM, Saturday & Sunday 10AM to 6PM.
Thinking of Leaving us
Monday to Friday 9AM to 7PM, Saturday 9AM to 6PM and closed on Sunday.
Accessibility Support
Help with new order
Monday to Friday 9AM to 7PM, Saturday 9AM to 6PM and closed on Sunday.
Mobile
Monday to Friday 9AM to 7PM, Saturday 9AM to 6PM and closed on Sunday.
We'd love for you to stay, but if you're sure about cancelling you'll need to speak to us. We'll walk you through your options, discuss any charges and explain how you can return your TalkTalk equipment.
Please don't cancel your recurring payment until your final bill has been paid. This is the easiest way to pay and allows us to get any money back to you quickly if you've overpaid for your services.
Still within a contract?
Cancelling before your contract has ended will result in early termination fees. We'll let you know if this is the case and how much it will be when you speak to us.
within your first 14 days?
If you change your mind and want to cancel within 14 days of your order date, you're free to leave without penalty and you'll only pay for the TalkTalk services that you've used during this time. Your cooling off period begins the day after your contract with us is agreed.
Great Connection Guarantee
If you recently signed up with TalkTalk, then you're also covered by our Great Connection Guarantee. If you're not satisfied with your Fibre connection in the first 30 days of your services going live, you're free to leave us and you'll only pay for the services you've used.
When you leave us, we ask that you return your TalkTalk equipment within 42 days or you may be charged. For more information, take a look at returning your TalkTalk equipment.
When you sign up for a TalkTalk service you agree to have that service for a minimum contract term. If you decide to cancel your service with us before that minimum term ends, you may have to pay an early termination charge. This charge is set at £11.25 per month for the remaining duration of your contract term.
Example
You're on our Fibre 900 package and end your contract with three months remaining. Your early termination charge would be £33.75 (£11.25 x 3).
If you want to end a service or your agreement with us outside the minimum period you will have to contact us to give 30 days' notice. However, if you're transferring to another telephone or broadband provider, we'll accept that you've given us sufficient notice when we receive notice from them. Unless we tell you otherwise, we will give you 30 days' written notice if we want to end a service outside the minimum period.
Need to speak to someone?
Let us know if you're still looking for help with your query.
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Sorry this article didn't help...
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