The wellbeing of our employees and customers is our top priority throughout the ongoing Covid-19 pandemic. Due to the latest highly infectious strain of Covid-19 and our commitment to maintain social distancing there is unfortunately some reduced availability from our overseas customer support teams.
We’ll continue to prioritise our phone lines for customers who have already registered as needing additional accessibility support and we remain committed to serving our customers and keeping you all connected. We're sorry if the situation has impacted your TalkTalk service and your ability to get in touch with us easily. Thank you for your patience.
The wellbeing of our employees and customers is our top priority throughout the ongoing Covid-19 pandemic. Unfortunately, we have a reduced team available and you may experience some delay getting connected to a member of our team. Thank you for your patience.
We know that some of you may need to speak to us, depending on the nature of your question and 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:
Waiting to speak to us: Unfortunately we have a reduced support team available and there could be delay getting connected to one of us . You may want to come back tomorrow morning between 9am and 12pm when we’re typically less busy, alternatively you can wait for a member of our team to become available. Thank you for your patience.
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In light of the Government’s latest measures, Openreach have shared new guidelines to help protect customers and engineers. These apply to all providers who work with Openreach and here’s how they may affect you as a TalkTalk customer.
If you’ve recently signed up for Fibre 150 or Future Fibre and your installation date is on or after 11th January, it’s likely your appointment will be postponed until 22nd February onwards. If this is the case, we’ll send an SMS and call you to let you know. Openreach will also be in touch via SMS to confirm your new installation date. You can contact us to choose a different date if your rescheduled appointment isn't convenient. If your broadband speed is less than 30Mbps on your current line or you don’t have an active internet service, your install will go ahead as scheduled.
Openreach will continue to fix faults for existing Fibre 150 and Future Fibre customers without entering your home where possible. If the engineer needs to enter your property, it will be at your discretion, for the least amount of time possible and at a safe distance to prevent the spread of COVID-19.
If you’re impacted by these delays you will only start paying for your new services once they have been connected, and if you’ve upgraded, your existing TalkTalk service will continue until your new services are up and running. We’ll also make sure any promotional offers from your go live date still apply.
Installation dates for customers who have recently taken a TalkTalk package other than Fibre 150 or Future Fibre are unaffected by these new measures and your new service will be installed as scheduled. Openreach will also continue to fix faults for all other customers, without entering customers’ homes where possible and at a safe distance. If the engineer needs to enter your property, it will be at your discretion, for the least amount of time possible.
If you test positive for COVID-19 within 14 days of an engineer appointment, please contact us so we can inform the engineer that visited you. We may also need to share your contact information with NHS Test & Trace.
We’re doing all we can to keep you connected. If you are going to be at home more often over the coming weeks and you need to work online and stay in touch with family and friends, then do read the below support content which can help you get the most out of your services. We hope you find this helpful. Let’s get through this together.
Top tips to get the best from your broadband connection.
Staying in contact with friends and family.
Using your WiFi to make calls from your mobile phone.
Advice for getting your VPN up and running.
Watch out for Coronavirus related email scams.
Have a natter with other customers in the community
We know some of you still need to speak to us so with the reduced team available we will prioritise our phone lines for customers who have already registered as needing additional accessibility support with a dedicated UK tech team supporting 7 days a week from 9am to 7pm weekdays and 9am to 6pm weekends.
You may be feeling worried, stressed and lonely as we all work together to stop the spread of Coronavirus by staying at home, away from others. If you're in need of some extra support during this difficult time, the below resources may be helpful to you:
Action Fraud have issued warnings about fake text messages and emails offering the Coronavirus vaccine in an attempt to steal personal and financial information. If you receive a message claiming to be from the NHS asking you to apply for the COVID vaccine by providing your details, this is a scam. Always check the official NHS website for the latest information about the vaccination.
Remember, if you suspect you have Coronavirus, do not go to a GP surgery, pharmacy or hospital. Use the NHS 111 Coronavirus service to find out if you need to continue to stay at home or if you need medical help call 111, it's FREE for all customers.
We have a reduced support team available at the moment, which means the wait times to speak to us may be longer than usual. Why not manage your account or get help with your services online using one of the below options
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