Affordable - some of the cheapest broadband prices from the UK’s largest low-cost area network coverage ISP
Truly unlimited - no usage caps and no traffic management at peak times
Same benefits for existing customers - unlike many providers, TalkTalk offers the same packages to both existing and new customers
Fibre packages - 38Mb average download speed is available as standard, or you can upgrade to a package averaging 67Mb for an extra £5 if it's available in your area
Range of phone options - only pay for what you use, or use boosts to add inclusive calling
TV services available - affordable alternative to cable and satellite TV with more to offer than Freeview. TV Plus now also includes 30 premium channels as standard, including; Sky One & Two, FOX and Sky Sports News
All broadband products come with the award winning Wi-Fi Hub, and you also get one if you upgrade from a standard to fibre package
Home Move service - moving house made easy by using TalkTalk's handy service
Great Connection Guarantee - you can leave TalkTalk within your first 30 days if you aren't happy with the service
Only available in TalkTalk network areas - use our postcode checker to see if you're covered
No standalone broadband available - you have to switch your phone package to TalkTalk. This may be a hassle for some, though others may find combining the bills for everything to be useful
No short fibre deals - you can only get TalkTalk fibre on an 18 month contract
Complaint levels - Ofcom figures show TalkTalk have customer complaint levels significantly above the industry average
Features at a glance
Download speeds average 11Mb for standard broadband and 38Mb for fibre. An optional 'Boost' increases fibre speeds to average 67Mb downloads
18 month contracts
Usage allowances all truly unlimited
No upfront costs on some deals
Free technical and customer support
Parental controls with HomeSafe plus anti-virus protection
802.11ac Wifi Hub with faster wireless speeds at longer distances
Phone line included, with free calls between TalkTalk customers
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for TalkTalk.
Appalling customer service, contacted them as my direct debit went from £28 to £56 the following month. I mentioned that I had received an email from them stating that if I did nothing the new charge would be £32.37 per month, however they had only included the Fibre 65 part of the bill and not comparing apples with apples. Eventually got past onto customer retention department and said they could refund a part of the fee from today's date as they would like to keep me in the Talk Talk family. Whilst most companies are trying to help customers during these difficult times, Talk Talk are misleading theirs and taking them for a ride
I would have thought taking the trouble to phone them to ask if they want the router back after changing to another provider would have been welcomed, but instead because I was unable to supply them with the correct 'security details'. (Why would keep detail of a service I no longer use?) They refused to tell me how to send it back the only way is a prepaid bag they supply, customer services said she would send to me if she could confirm my identity. Apparently I now have to pay a £50.00 fee, What a scam, If they can't confirm my identity, can't see how they can charge me for anything? So they can take a long walk to nowhere. Ohyes, and the phone call cost me a few pounds because of the wait time, all for trying to do the right thing!
Use this company at your peril. After 4 aborted engineer visits to fit fibre, 6 hours + on the phone, taking excess money out of our bank, and basically refusing to let us complain. This outfit have to be the most unprofessional bunch I have ever encountered. The keystone cops siding to mind. Don’t say you have not been warned !!!!
I've spoken to 6 different people to say I don't have wifi and I was told a new router was getting sent out in 3-5 days that was 3 week ago and then I recieved a bill for a service I want even receiving total joke of a company
Terrible service. Phone line and broadband been inoperative for 7 weeks. I have 12 text updates giving times and dates when someone will ring me to discuss my complaint, but no one does. I have spent 20 hours on the phone trying to get my service up and running. Eventually they set up a call divert to a mobile, only to remove it after a few days when they said problem was fixed. Still no telephone. Cannot understand call takers who cannot speak proper English. Prior to switching to Talk Talk I was with another company, wish I never changed.
I've pretty much given up on getting a decent service from TalkTalk- just so unreliable. I had to have a fibre connection to get a speed a bit higher than landline and the connection drops on and off - it's never been fully stable. Theyhad the best price in my area for fibre - the minute my finances improve I'll be going with a different provider
I chose talk talk for my new braodband in february and since then the wifi cuts off 15 times a day everyday !Ive emailed them 7 times rang 5 times and messaged 3 times.. Still they have done nothing !I went to bed at 11 pm as the wifi cut off and still now 11 am 12 hours later its still not on they are liars,they take your money and givr you nothing they think its acceptable to take my money and not bother giving ne wifi im discusted and as if now im cancelling my bank with them and ill go back to virgin i should never have left please do not use these cowboys !!!!You will get no wifi im totally discusted annoyed and very upset the sooner this company goes under the better !!!!!!!!!!!!!
Engineer never turned up after waiting in the end told we did not need a visit. Roll on a week of phone calls to them an felt like being pared of with it will be ready tomorrow then it will be ready in 48 hrs , absolutely avoid not botherd u ar getting charged for mobile data and no functioning internet full of promises and don not communicate with you do not bother with them
I’m a disabled vulnerable diabetic living on my own and there was a problem with my line many calls later no one called me back about what was going on or when it would be fixed … DO NOT USE THIS PEOPLE FOR YOUR WI-FI they should be ashamed to call them self’s TALK TALK….. for disabled people and people with mental health issues do not use these providers for your Wi-Fi and customer service is disgraceful 30+ phone calls what a waste of my time and my phone bill …. Talk talk and no one listens get your act together
Worst customer service in history. Wait time is 45 mins- 1.5 hours on hold. When you finally get through to someone, they either hang up or pass you to another department. This wasn't a one off, my internet went down and I had to call every day for about 2 weeks trying to get it fixed. Nobody could help, so I cancelled the contract and went with Virgin. 2 weeks later, Talktalk took money out of my account. I rang them (another hour wait on hold) and then they told me my account has not been cancelled.
I've never seen anything like it, AVOID LIKE THE PLAGUE.
Ofcom's latest figures on broadband complaints are out - and it's bad news for Virgin Media. The company has rocketed to the top of the list as the major broadband supplier that gets the highest rate of complaints.
The report covers January to March this year, and counted the number of complaints made to Ofcom about providers with a market share of 1.5% or more.
It shows that Virgin Media generated 33 complaints per 100,000 customers, an increase of 20 in just a year. That puts them a long way ahead - or should that be behind - the next two worst performers, with Vodafone and TalkTalk both getting 24 complaints. Vodafone had been the worst ranking provider in six of the last seven quarters. Plusnet also generated complaint levels above the industry average.
And that's not the end of the bad news for Virgin Media. They also racked up the highest complaint levels for their landline service (19 per 100,000) and their pay TV service (17 per 100,000), and were second worst for mobile (5 per 100,000) behind Three.
The biggest reason why customers complained to Ofcom about Virgin Media was failings in the broadband provider's own complaints handling system - amounting to 39% in total. A third complained about faults and issues with the service, and a further 13% about billing problems.
Industry-wide, faults, service and provisioning issues accounted for 42% of reports, followed by complaints handling and billing.
Sky and EE were the least complained-about providers, generating just seven apiece. They've been in the top two positions for the last two years. The only other provider to beat the industry average was BT, with 15.
In good news for the industry overall, the average number of complaints has more than halved over the last decade, from 40 per 100,000 in the first quarter of 2011, to 19 now. The numbers are up from a record low of 10 in Q2 of last year, perhaps in part a consequence of pandemic disruption and the increasing importance of internet access for work, school and entertainment.
Broadband complaints per 100,000 customers
Industry average: 19
Virgin Media: 33
In pay TV, Virgin Media generated 17 complaints against an industry average of 6. Sky performed best with just two. For landlines, Virgin had 19 complaints, eight more than the average, and EE and Sky tied as best performers with five each.
Mobile complaints were largely flat, and at much lower levels. Three performed worst with six complaints, while Tesco Mobile, Sky Mobile and EE had just one each.
Service reliability, billing, and complaint handling are important factors you should consider when choosing a new broadband provider. Our site contains thousands of customer ratings and reviews that can give you a true feel for how each provider performs. Currently, Zen top our list for customer satisfaction.
If you aren't happy with the service you're getting from your supplier, and you're coming to the end of your contract, it's easy to switch. Use our postcode checker to find the best broadband deal available in your area today.
There are so many well established ideas about broadband and switching broadband providers that get repeated again and again.
The trouble is, many of them are wrong - and they're costing you money.
Switching suppliers can easily save you a hundred pounds or more every year, and if you're stuck on a slow internet package when you need something much faster, it doesn't have to cost you a fortune to upgrade.
So here are some of the biggest myths about broadband, and the truth that you need to know.
"Fibre is fibre - all fibre broadband is the same"
While fibre broadband is used as a catch-all term, it encompasses very different things.
Most of us are using something called fibre-to-the-cabinet broadband. This is where the ultrafast fibre cables carry your broadband signal as far as your nearest street cabinet - that green box down the end of your road. The connection from the cabinet to you house is over the old copper telephone cables. These are a lot slower, and the signal degrades the further it has to travel, which is why a house on one of the street can get very different performance levels to one at the other end.
There's now a big push to roll out "full fibre" broadband, which is also known as fibre-to-the-home. Here, the fibre cables run right up to your house. The result is that the speeds are much, much faster and the service is more reliable.
"There's no benefit to upgrading to ultrafast broadband"
A recent survey found that one of the main things that stopped people from upgrading to ultrafast or full fibre broadband was the belief that it didn't really offer any benefits. But there are many.
The main one, obviously, is that you get much faster download speeds. Our internet use is skyrocketing - Ofcom's recent Communications Market Report shows that the average household now burns through 429GB of data each month, an increase of 36% on the previous year. Even if you think you don't need faster speeds right now, you will do soon.
On top of that, you get vastly quicker upload speeds, which will be essential if the working from home revolution continues. The service should be more reliable, too, as you won't have to deal with line faults on the old telephone cables.
And it's also better value for money: currently, you pay the same price for your broadband as your neighbour down the street, yet you could be receiving a much slower service. That's far less of an issue with full fibre.
"It's too much hassle to switch providers"
By now it's well established that those of us who are willing to switch providers will get a better and cheaper deal than those who stick with the same provider for a long time.
Why don't more people switch? Because it's seen as too much hassle. But it really isn't.
If you move between two providers on the Openreach network - which includes almost all the main providers, including BT, TalkTalk, Sky, Vodafone, Plusnet and so on - then the one you are moving to will handle the entire switchover process for you. You won't have to do anything, and the whole process should be done within a couple of weeks.
Granted, it is a little more complicated to switch to or from a provider that uses a different infrastructure, like Virgin Media, as you may need an engineer to come and install it. But these companies are now set up to make even this part as easy as possible.
"You'll lose internet access when you switch"
Another reason people are reluctant to switch is that they assume they'll be left without internet access while it happens. This is another myth.
Generally speaking, your old service gets turned off as your new service gets switched on and you might be disconnected for a few minutes in between, but nothing more dramatic than that. If you're switching to or from Virgin Media, you can even arrange an overlap where your new service is connected before your old one is turned off.
"You always have to sign a long contract"
Something that puts off a lot of people when they're looking at broadband deals is the prospect of having to commit to a long contract.
In fact, you don't have to. NOW Broadband, Virgin Media, and newcomer Cuckoo are among the providers that offer no-contract deals. You have to pay a little more on the activation fee up front, but this might be worth it for the flexibility of being able to cancel at any time. These deals can be especially worth it for students or anyone who's planning to move house in the near future.
Most suppliers offer 12 month contract options as well. And keep in mind that if your reluctance to sign a long deal is through the worry that you'll be stuck with something you aren't happy with, then there are ways you can quit a contract without charge. If your broadband speed constantly underperforms, for example, and your supplier cannot fix it, or if they put your prices up by more than the amount in agreed in your contract.
"It's too complicated to find a better deal"
There are a lot broadband suppliers in the UK, and they offer a lot of deals between them. Trying to figure out the differences can be tricky, especially if you aren't that tech savvy.
And if you then sort them further by speed or first year cost, you'll very quickly narrow your list of options down to just a few packages.
"Faster broadband always costs more"
While it's natural to assume that upgrading to faster broadband will cost you more, it isn't necessarily so.
If you're in a coverage area, you can get full fibre from Hyperoptic (at the slower 30Mb speed) at a rate normally reserved for the old, standard broadband deals; you can upgrade to a faster 67Mb plan from OneStream for just £22.50 a month; or you can burst through the 100Mb barrier with Vodafone for just £26 a month. These are some pretty keen prices, that make faster broadband more accessible than you might have expected.
So, now you know the truth about broadband and how to upgrade, are you ready to start shopping? Use our postcode checker to discover the best broadband deals available where you live.
TalkTalk Broadband Buyers Guide - Is TalkTalk right for you?
Can I get TalkTalk?
TalkTalk's broadband services are available to more than 25 million homes across the UK.
TalkTalk's low cost network area is the largest in Britain. This means that most households in urban and central areas are able to sign up for their standard phoneline broadband, and more rural and remote homes are covered than by any other local loop unbundling (LLU) provider.
For fibre, TalkTalk use the fibre-to-the-cabinet (FTTC) technology provided by Openreach. This has wide coverage, of more than 95% of UK homes. TalkTalk will only sell their fibre services to customers whithin their low cost network area, but since there's a significant overlap between fibre and LLU areas, only a small percentage of homes will not be able to sign up.
You can find out if you live in TalkTalk network or fibre areas by using our postcode checker.
What types of broadband are available?
TalkTalk offer two main broadband packages, with a third, faster deal available in limited areas.
The core offers are:
Fast Broadband - standard broadband with average download speeds of 11Mb
Faster Fibre Broadband - a basic fibre deal with average download speeds of 38Mb
If it's available in your area you'll also be given the option to choose the Faster Fibre Speed Boost deal. This has average speeds of 67Mb. You'll be told if this is an option for you when you sign up.
In all cases the deals include line rental in the price - there's no option to buy TalkTalk without it. The packages are fully unlimited, so you can download as much as you like each month without risk of being slowed down or restricted.
While it's always good practice to shop around when your broadband contract comes to an end, TalkTalk is one of the rare suppliers to offer the same deals to existing customers as new ones. In addition, if you're an existing customer and you choose to upgrade from the Fast Broadband package to fibre, you'll be upgraded to the smart new Wi-Fi Hub, too.
If you want triple-play services, you can pick up TalkTalk TV as well. Read on for details of the packages you can get there.
What TalkTalk TV deals are available?
TalkTalk has two basic TV packages that come with your choice of broadband service. They offer over 80 channels, and you can add or remove more on a monthly basis.
The two deals are essentially the same, but come with a different set top box:
Broadband (either Fast Broadband or Faster Fibre Broadband) + TalkTalk TV + Free TV Box + Entertainment Boost - this comes with a free box that gives you access to on-demand services like iPlayer, plus the ability to pause and rewind live TV
Broadband (either Fast Broadband or Faster Fibre Broadband) + TalkTalk TV + TV Plus Box + Entertainment Boost - this comes with an enhanced box for £50 that gives you the same as above, plus the ability to record up to 180 hours of TV
Both TV packages include 80+ Freeview channels, with 15 in HD, and over 30 premium TV channels including Sky One and FOX. You also get full access to on-demand and catch up services like iPlayer, and can add Netflix as well. They're available on 12, 18 and 24 month contracts.
In addition to the basic package you can add more premium channels through a range of flexible TV boosts. These include:
Kids: 10 children's channels, including the Disney Channel
Sky Sports: the full range of eight Sky Sports channels, giving you 126 live Premier League football matches and much more
Sky Cinema: 11 film channels and over 1000 movies to watch on demand
Sky Sports and Cinema: Sports and Cinema at a lower price than if you bought them separately
BT Sport: more sports action, including exclusive UEFA Champions League coverage
Asian: four channels offering the best of Asian entertainment
All of these boosts are on 30-day rolling deals. You can add them whenever you want and cancel at any time.
Which package should I choose?
TalkTalk's packages have the same terms, so your choice comes down to what speed you need.
Smaller households, or those with less demanding requirements, may find that the Fast Broadband packages offer sufficient speeds. If you use the internet mostly for browsing, email and social networking, and maybe one user watching Netflix or iPlayer, then the 11Mb average speed offering could be fast enough. However, speeds are affected by several factors including how far your home is from your nearest telephone exchange. Make sure you base your decision on the real world speed estimate TalkTalk provides you.
For larger households, or those that want to use the internet for constant streaming, gaming or downloading, a fibre plan is likely to be more suitable. If the 38Mb average speed still doesn't seem like enough, TalkTalk offers the option to upgrade to a service with 67Mb average speed if it's available in your area.
Other factors to consider are whether you want to add TV services to your plan. Your options here are for the basic Freeview channels with a box that enables you to pause and rewind shows, or for a premium package with the ability to record shows as well as access on-demand services. In both cases there's also the option to add premium channels without long-term commitment. Your subscriptions renew every month and you can cancel whenever you want.
Points to consider before you choose
How far do you live from your local BT telephone exchange, and will this greatly impact your ADSL speeds?
How many people will be using your broadband connection at any one time, especially for heavy downloading or online gaming?
Would an 18 month contract be too long for you?
Do you watch a lot of TV, or make a lot of phone calls?
Do you want to be able to record programmes with your telly box?
Is your connection fast enough (2Mb or more) to support streamed TV?
It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.
Wi-Fi Hub - All customers signing up to TalkTalk's broadband packages receieve an award winning Wi-Fi Hub supporting faster connections at longer distances. It's also free for existing customers who upgrade from standard to fibre.
TV box - Opt for one of the TV or TV Plus packages and you get a TV box that enables you to pause and rewind live TV, access Freeview channels, and add your own choice of Premium services. On the TV Plus box you can also record 180 hours of shows, and access a full range of on-demand content. The standard TV box is usually free, while the TV Plus box costs £50.
HomeSafe online security - TalkTalk broadband comes with HomeSafe, their award-winning online protection service. Developed with parents and online security experts, it allows you to protect your computer from harmful websites by providing virus alerts, as well offering the option of restricting access to sites unsuitable for children, or even blocking access to gaming sites and social media for homework time.
Home Move service - TalkTalk provide a Home Move service for their customers to help make moving broadband when moving house more straightforward and less of a hassle. It is all done online, allowing you to pick the dates that work for you, and to keep track of the move. You can find out more about this service with our Home Move service guide.
Free landline calls - All landline calls between TalkTalk users are free.
24/7 tech support - Technical support is avaialble by phone 24/7, and customer service lines can be accessed between 8am and 8pm.
What are the benefits of TalkTalk?
The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.
No upfront costs - Sign up for Fast Broadband and you won't have to pay anything up front.
Wi-Fi Hub - Get the award winning, 802.11ac compatible Wi-Fi router with both standard and fibre broadband deals.
TV Boosts - You can add more premium TV channels to your TalkTalk TV plan on a month by month basis, including Sky Sports and Sky Cinema. This can be a good way to save money on pay-TV. For instance, if you only want to watch the football, you can sign up between August and May, then cancel when the season ends.
Low costs - TalkTalk has some very competitive prices that help it to rank among the cheapest big name providers.
What are the drawbacks of TalkTalk?
Let's face it, not everything can be perfect, and even the best deals may have a downside.
High complaint levels - Ofcom figures for 2019 show that TalkTalk had the second highest number of complaints among the major broadband providers. Complaints for their landline and TV services were also above average.
Long contract lengths - 18 months is the standard contract length for TalkTalk, with 12 months occasionally offered by promotion for the slower, standard broadband service. Even when offers are on, if you want to go for the fibre option you'll have to sign up for 18 months.