If your broadband stops working and you can't connect to Wi-Fi, here are a few things to check before getting in touch with us.
When you first join us or upgrade your package, your line will go through a stabilisation period which can last up to two weeks. It's normal to experience varying speeds and occasional drops in your connection during this time.
Head over to our service status page to see if there's a problem in your wider area. If the issue is unique to you, keep following these steps.
Make sure your router is connected to your master socket rather than an extension socket. Your master socket is where your phone line enters your home, whereas extension sockets are connected to your master socket with wiring that isn't built for transmitting broadband signals.
A microfilter is a small device that stops your phone signal from interfering with your broadband signal and vice versa.
For your microfilters to work properly, you'll need to plug one into every socket you're using in your home. You'll get two microfilters with your router, but if you need more you can buy them online in the TalkTalk shop.
Your router's wires and cables can easily get knocked out of place or become loose over time. You should check that your equipment is all connected properly and set up correctly. Microfilters that are faulty or set up incorrectly can also cause connection issues. Here's how to get the most out of your microfilters:
To restart your router, simply turn it off at the mains and leave it off for 20 minutes if you have Fibre or 30 seconds if your broadband is non-Fibre. If you use an Openreach modem, it needs to be turned off (along with your router) for 20 minutes.
Your test socket is inside your master socket. When you connect your router to your test socket, you bypass all the internal wiring in your home and connect directly to the phone line outside. This makes it the ideal point to test your internal wiring for faults.
Our experts are here to help, select one of the following contact options:
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To help us deal with your query quickly, please confirm the following information when you write to us. We will aim to respond in writing to your query in 10 days.
- Your full name
- Your TalkTalk Phone or mobile number
- Your Signature
TalkTalk Correspondence Dept
PO Box 675
All letters will be sent to the primary billing address unless stated otherwise. Please also include the best way to contact you about your query, such as your contact phone number or contact address.
Call us for free on: 0345 172 0088
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Calls are free from your TalkTalk phone, our customer services team are available 8am-8pm, Technical Support 24/7 every day. If you’re deaf, hard of hearing or speech-impaired, the Text Relay Service can be used to help you contact us, simply dial 18001 followed by 0345 1720088