These terms and conditions apply to all residential customers when they take services from us. There are additional terms and conditions that apply when you take a particular service from us, which are set out below.
We’ve tried to make these terms and conditions easy to understand. If you have any queries that aren’t dealt with here, please see our help pages.
These terms and conditions replace all previous versions and were updated on 27 August 2015.
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12. Call monitoring
16. Making changes
17. Moving house
1.1 We’re TalkTalk Telecom Limited. Our address is 11 Evesham Street, London W11 4AR. Our company registered number is 04633015 and our registered VAT number is GB 744 0320 68. We provide telephony, broadband, TV and mobile services.
1.2 Your agreement:
(a) starts when we accept your first order for a service from us and ends as set out in paragraph 15 ; and
1.3 If you can’t access a document referred to in these customer terms and conditions, you can request a copy by contacting us.
2.1 If you order services from us:
(a) you confirm you’re at least 18 years old; and
(b) we may:
(i) ask for proof of identity and address; and
(ii) carry out credit and identity checks on you.
2.2 We try to complete orders as soon as possible but delays may occur, which we’ll tell you about as soon as we can.
2.3 Some services (or certain parts) may not be available to you (e.g. if you fall outside the reach of, or are not connected to, our network, the services at your location don’t meet our minimum performance requirements, we consider it too difficult to provide you with the services (which we’ll usually determine after completing a site survey) or if you try to use a device abroad). We’ll tell you if this applies to you.
2.4 We may need to perform tests to check whether services are available to you and we may need to temporarily deactivate your telephone line whilst we do this. We’ll tell you before we do this.
2.5 If we transfer your service from or to another provider, you may experience a temporary loss of your services.
2.6 If you ask us to port your telephone number from or to another provider, we’ll try to do this wherever possible. If we can’t, we’ll tell you your options.
3.1 You may cancel your order by contacting us:
(a) in the first 20 days after our acceptance of your order; or
(b) if you’ve ordered a mobile device, in the first 14 days after receipt of your device,
3.2 If you do cancel, you must return any equipment provided to you within 14 days of cancellation. If you don’t return the equipment, you’ll have to pay the full equipment price, excluding any discounts you’ve received (if you subsequently return the equipment, we’ll refund any amount you’ve been charged for it).
3.3 We’ll advise how to return equipment when you cancel. You’ll be responsible for the cost of return.
3.4 If the returned equipment is worth less than its original value due to use or damage, your refund will reflect this. If you’ve opened the packaging of a mobile device, this may reduce its value.
3.5 If you follow the above cancellation procedure, you’ll receive a refund:
(a) within 14 days of your cancellation; or
(b) if we’ve sent you equipment, within 14 days of us receiving the returned equipment (or evidence that you’ve sent it).
3.6 Please note:
(a) you can’t cancel Boosts on their own under this paragraph 3 (see paragraph 11 for further details about Boosts);
(b) we may have discounted certain equipment or services or provided them for free. If so, and we still have to pay someone else for these (e.g. we have to pay Openreach, who we rely on for certain services, a fee for installing a new line at your premises) you may have to pay us the difference between what you paid and what we have to pay;
(c) if you asked us to provide a service before the end of the applicable cancellation period stated in paragraph 3.1 above, you must pay for any service you receive up to disconnection of that service; and
4.1 A service starts on the date it goes live and ends as set out in this agreement.
(a) you may be charged a fee to compensate us for our losses if you end the service before the end of that minimum period. Details of the fee you’ll be charged can be found here and
(b) if you’ve paid a reduced charge, or no charge, for certain equipment and the service ends before the end of the minimum period, you may be charged the full price for the equipment, excluding any discounts you’ve received.
4.3 If we agree to renew or upgrade any service, a new minimum period may apply from the date of your renewal or upgrade. We’ll tell you if this is the case.
5.1 If you agree to an engineer visit, someone over 18 must be present.
5.2 We may charge a fee (the cost of which we’ll tell you about before the visit) if:
(a) the engineer can’t complete their inspection as they can’t access the property or equipment;
(b) on inspection:
(i) the property or your equipment is unsafe;
(ii) we determine that no fault exists; or
(iii) we reasonably believe a fault was caused by you, your equipment or your property; or
(c) we have to undertake work over and above what we would usually carry out (e.g. we have to move your telephone master socket or, you don’t consent to this work, and we can’t provide the relevant service).
5.3 If you ask us to upgrade a service, but don’t consent to necessary engineering work, you’ll stay on your current service.
5.4 You may re-schedule an installation visit once without incurring a fee as long as you tell us by any deadline we give you. If you cancel an installation visit, we may charge a fee, which we’ll tell you about before you cancel.
5.5 If we need to cancel or change the time of an engineer visit, we’ll give you as much notice as we can.
(a) for business purposes, unless otherwise agreed in writing;
(b) to send, communicate, knowingly receive, upload, download or use any material or make any calls that are offensive, abusive, indecent, defamatory, obscene, menacing, cause annoyance, inconvenience, needless anxiety or are intended to deceive;
(c) to download, possess or transmit in any way illegal material;
(d) to engage in criminal, illegal or unlawful activities;
(e) to violate or infringe the rights or property of any person, including rights of copyright and any other intellectual property rights, privacy or confidentiality;
(f) to intentionally impair or attempt to impair, without authorisation, the operation of any computer, prevent or hinder access to any program or data held in any computer or to impair the operation of any such program or the reliability of any such data;
(g) via a device allowing the routing or re-routing of such services on, from or to our network; or
(h) in such a way, or in such amount, that will have an adverse impact on our network (or any part of it), our customers or our brand or that contravenes any of our applicable acceptable use policies or general internet standards.
6.2 All of our services that enable you to make calls allow you to access the emergency services by dialling 112 or 999. The identity of your telephone number will be sent to the emergency services when we set up your telephone line and if you contact them.
6.3 Our services are provided to many customers and we owe them a duty as a whole to preserve our network integrity and to avoid network degradation. Although we don’t normally measure and shape traffic, if we consider it necessary, we may, in limited circumstances, have to change the services, or manage your use of, or access to, the services as we see fit. This may impact the quality of the services.
6.4 You may set, and change, a monthly allowance on your account to help control your spending (please visit My Account for further details). We can’t always stop you exceeding your allowance (e.g. there may be a delay between you exceeding your allowance and our systems processing it). If you do exceed your allowance, we’ll tell you as soon as we can and we may:
(a) stop you from renting films and making calls (except for calls to the emergency services); and
(b) charge you for use above your allowance.
6.5 Certain services are provided by third parties (e.g. the Netflix service). To use these services, you may need to accept their terms and conditions.
6.6 If you ask us, we’ll exclude your details from national directories and directory enquiry services.
7.1 To receive a service you may need to use certain equipment provided by us (e.g. a router). You agree that we can:
(a) install, keep and use such equipment at your home;
(b) enter your premises for the connection, maintenance, modification, replacement or removal of such equipment; and
(c) if applicable, connect remotely to your equipment to manage, repair or upgrade it.
7.2 We only provide the equipment we tell you we’ll provide. Other equipment may be available from us at an additional cost. If there are any charges related to equipment (e.g. delivery costs), we’ll tell you when you order.
7.3 We’re only responsible for, and can only support, equipment provided by us. We can’t guarantee that the services will work with other equipment.
7.4 You must look after our equipment, keep all original packaging and store and use it in accordance with the manufacturer’s instructions. If you don’t, and it’s damaged or the packaging is lost, you may need to pay for it. You may need to return our equipment to us and we’ll tell you if this is the case.
7.5 Our equipment may be 'as new', which means it’s been refurbished or repackaged but looks and operates as if new.
7.6 We’re under a legal duty to supply equipment that is in conformity with this agreement. Any equipment we send you will be as described. You must inspect equipment on receipt and tell us about any issues within 30 days. We’ll tell you what to do next. If we ask you to return equipment, you must do so within 30 days of our request. We’ll send you a pre-paid bag in which to return the equipment. We’ll charge you for any equipment we don’t receive within 30 days of our request.
7.7 We may ask you to install certain equipment yourself, in which case we’ll send you instructions. If you can’t, or don’t want to do this yourself, we’ll send an engineer if you ask for one. Other equipment needs to be installed by an engineer. We’ll tell you if this applies. We may charge for these engineer visits, which we’ll tell you about before the visit.
7.8 If you need, or are required, to return any equipment to us, and are unsure how to do this, please contact us. You’re responsible for this equipment until we receive it. If we don’t receive it, we may charge you for it.
7.9 You may not connect equipment to our network that may harm it or other customers’ equipment or services. If you do, you must immediately disconnect it, or allow us to, at your expense.
8.1 We’ll use reasonable skill and care in providing the services but, given the nature of the services, we can’t guarantee that they’ll be continuously available or error free (e.g. there may be geographical, atmospheric or environmental factors that affect the services).
8.2 We try to keep your data and communications secure; however, for reasons beyond our control, these may be unlawfully intercepted. If they are, we’ll investigate and advise on next steps.
8.3 You must:
(a) comply with our, and our representatives’, reasonable instructions about the services;
(b) have all necessary consents or permissions required for us to provide a service (e.g. permission to lay cables from the street to your home or, if you’re a tenant, your landlord’s consent);
(c) tell us if you change your name, your address, your email address, your payment details or anything else which we may need to know about;
(d) keep usernames, passwords and PINs safe; and
(e) use our services in accordance with any applicable fair use policies we tell you about.
8.4 Whilst any anti-virus software or other security features provided by us should be effective, we can’t guarantee they always will be. You should back up your data to protect against loss or corruption.
9.1 We’ll tell you the charges for the services when you order or they’ll be as detailed in any applicable service terms and conditions or on our pricing page. These charges may include a charge for:
(a) installing a new line at your premises;
(b) connecting you to our network; and
(c) re-connecting you to our network if you’ve been disconnected.
9.2 You’re responsible for paying all charges that you, and any person accessing your services, incur.
9.3 We, or a third party on our behalf, will send you a bill for services, usually within 30 days of them starting. After that, we’ll usually bill you monthly.
9.4 We normally send bills in advance except for usage charges (e.g. call charges), which are billed after they’re incurred. Charges for periods of less than a month are calculated on a pro-rata basis.
9.5 You’ll receive bills in electronic form, unless you tell us you want paper bills. If you choose paper, we’ll charge you an additional amount, which we’ll tell you about when you request the change.
9.6 Bills must be paid by direct debit, unless otherwise agreed. We’ll collect payments on the date shown on your bill. If payment is rejected, we may:
(a) charge you a reasonable fee to cover our costs; and
(b) lower your credit limit with us.
9.7 All charges include VAT, unless otherwise agreed.
9.8 If you think your charges are wrong, you must tell us immediately so we can investigate. You must pay all undisputed charges. We won’t suspend or end a service whilst we investigate disputed charges.
9.9 If you don’t pay any undisputed part of your bill by the due date, we may:
(a) charge a reasonable administration fee or interest on the overdue amount at 4% a year above the base rate of HSBC Bank plc from time to time. Interest shall accrue daily from the due date to the date of actual payment, whether before or after a court judgment; and
(b) notify credit reference agencies of your non-payment.
9.10 At the end of a service, all outstanding sums and any cancellation charges, including those we may incur from a third party for disconnecting your service, will become immediately due and payable.
10.1 If we’re unsure of your credit history, we may ask you for a deposit or impose credit conditions. If you don’t pay this deposit or you break these conditions, we may:
(a) require you to make a payment to pay off any unpaid charges or to cover future charges;
(b) place, or change, a credit limit on your account; or
(c) suspend, restrict or disconnect your services.
10.2 We may keep your deposit until your agreement ends and may use it at any time to pay unpaid charges. We don’t pay interest on deposits.
10.3 If you exceed a credit limit, you’ll be liable for all charges, including those exceeding your credit limit. If you’d like to discuss increasing your credit limit, please contact us.
10.4 We may also set, or change, a credit limit, if your usage is significantly different to a typical customer.
11.1 Where we offer promotions or Boosts, there may be additional terms and conditions that apply, which we’ll tell you about when you order. By taking these promotions or Boosts, you agree to these additional terms and conditions.
11.2 Boosts have a minimum duration of 30 days and you’ll continue to receive them:
(a) after this period until you tell us you want a Boost to stop by giving us at least 48 hours’ notice; or
(b) until we tell you we’re going to stop a Boost, or any part of a Boost, by giving you at least 48 hours’ notice,
in which case we’ll give you a pro-rata credit for any charges paid.
11.3 Unless you tell us 48 hours before the end of your billing period, you may be charged for the following month as well.
12.1 We, or our representatives, may monitor or record your communications:
(a) for business purposes, such as quality control and training;
(b) to prevent unauthorised use of our systems;
(c) to ensure effective systems operation; and
(d) in order to prevent or detect crime.
13.1 We’re only liable for losses that could reasonably be expected to occur when we entered into this agreement.
13.2 We’re not liable for:
(a) loss of data or information;
(b) business losses;
(c) loss of your time;
(d) problems caused by other network operators/providers of telecommunications services;
(e) losses caused by third party services or goods, content or viruses that you access through the services; or
(f) the failure of any alarm system that you try to run over our network or services.
13.3 Our total liability to you shall be limited to £5,000 for any one incident or series of related incidents.
13.4 Nothing in these terms excludes or limits our liability for anything we can’t exclude or limit by law. See paragraph 22 for further information about your rights.
14.1 We may suspend, restrict or disconnect any, or all, of the services if:
(b) you break any important term of your agreement (e.g. paragraph 6.1) ;
14.2 Where we suspend, restrict or disconnect a service, your agreement will continue and, unless we’ve suspended, restricted or disconnected under paragraphs 14.1(a), 14.1(d) or 14.1(e), we may require you to pay:
(a) our reasonable costs for suspending or restricting the services and resuming them; and
(b) your charges.
15.2 Unless stated otherwise, if either of us wants to end a service outside the minimum period, the party ending the service will have to provide 30 days’ written notice to the other party; 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.
15.3 You may immediately end your agreement by giving us written notice as set out in paragraph 16.2.
15.4 We may immediately end your agreement by giving you written notice if:
(b) we believe your services are being used fraudulently; or
(c) you become bankrupt, enter into an individual voluntary arrangement or anything similar.
15.5 If either of us ends a service:
(a) any unused goodwill credits will be used to pay outstanding charges on your account. If any remain after we’ve accounted for all outstanding charges, the goodwill credits will be cancelled; and
(b) any positive credit balance will be used to pay outstanding charges on your account. If you still have a positive credit after the deductions for outstanding charges, we’ll tell you how to claim it. If you don’t claim your balance within 12 months of your service ending, you’ll no longer be able to claim it.
15.6 Certain services are dependent on other services (e.g. you can only take our TV service if you continue taking our broadband service). If we or you end one service we may need to end another. If this is the case, we’ll tell you.
16.1 We may need to change your services, equipment, charges or agreement for legal, regulatory or business reasons. If so, we’ll tell you about this in writing or by publishing a notice or updated terms and conditions on our website.
16.2 If a change is to your material detriment, we’ll give you at least 30 days' written notice (by letter, email, SMS or via your monthly bill). If you object, you may end your agreement without charge (other than accrued charges), provided you contact us within 30 days of receiving the notification.
17.1 If you’re moving house and want to continue using the services, you must tell us at least 14 days before so we can cancel your old service. Further important information is available on our moving home page.
19.1 If you can’t find what you’re looking for on our help pages or by chatting to our online chat agents, you can contact us by telephoning customer services on freephone 0800 049 1424 or 0203 441 5550 or 2883 from a TalkTalk SIM. We will need to verify your identity before we can speak to you about your account. If the person contacting us is not the account holder, we can only provide limited information. If you want to write to us, or if any paragraph in your agreement requires you to give us written notice, you can do this here or by post to TalkTalk Correspondence Department, PO Box 360, Southampton SO30 2LY.
19.2 If we need to contact you, we’ll use your billing address, email address, mobile or fixed telephone number or any other method requested by you. If we have to give you written notice, we’ll do so by email, SMS, hand or pre-paid post to the address or telephone number you’ve provided to us.
19.3 Any notice or document will be deemed to be delivered immediately (if delivered by hand) or 48 hours after posting (if sent by first class post). Notices given by SMS or email shall be deemed to be delivered when they’re sent.
20.1 We may not be able to provide a service (or part of a service) due to, or your service may be affected by, something beyond our reasonable control. In this scenario, we can’t accept responsibility for what’s occurred and we may need to suspend or terminate your service or agreement. If we terminate under this paragraph 20, you’ll only be charged up to the point of termination.
21.1 If you’re experiencing a problem with your services, see our help pages. If this doesn’t help, please contact us as soon as possible. You must give us the opportunity to resolve your problems and continue to pay your bills whilst we investigate. Our Compensation Policy details your rights if you experience a problem with your services. The maximum compensation available under the Compensation Policy is £500 per year; although, you have additional rights as detailed in Your other legal rights.
21.2 If you have a complaint, please see our Code of Practice.
22.1 In addition to the rights set out in your agreement and our Compensation Policy, you have other legal rights, including:
(a) in relation to goods and digital content that are faulty or not as described:
(i) the short-term right to reject;
(ii) the right to a repair or replacement;
(iii) the right to a price reduction; or
(iv) a final right to reject;
(b) in relation to services that are not performed with reasonable skill and care:
(i) the right to ask for repeat performance; and
(ii) if repeat performance is impossible, or not done within a reasonable time without inconvenience, the right to a reduction in price; and
(c) the right to bring a claim for breach of contract for 6 years from the date of breach.
22.2 The legal rights noted in this paragraph are the main legal rights we think you need to know about when you take our services but you have many other legal rights. The above does not constitute legal advice. If you need further advice, you should seek independent legal advice or contact your local Citizens' Advice Bureau or Trading Standards office.
22.3 Nothing in your agreement or our Compensation Policy affects these legal rights.
23.1 You may not transfer the whole or any part of this agreement or service to anyone else without our written consent. We can transfer this agreement to any company within the TalkTalk group of companies.
23.2 Each paragraph in this agreement operates separately. If any court or relevant authority decides that any paragraph is unlawful, the remaining paragraphs will remain in full force and effect.
23.3 If we fail to insist that you perform any of your obligations under this agreement, or if we don’t enforce our rights against you, or if we delay in doing so, that won’t mean we’ve waived our rights against you or that you don’t have to comply with those obligations. If we choose not to enforce any of our rights, we’ll tell you in writing. This doesn’t mean we’ll do the same in the future.
23.4 This agreement is between you and us. No other person shall have any rights to enforce any of its terms except for our group companies.
23.5 This agreement is governed by the laws of England and Wales. We both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you’re a resident of Northern Ireland you may bring proceedings in Northern Ireland, and if you’re a resident of Scotland, you may bring proceedings in Scotland.
These are our telephony terms and conditions which, together with our customer terms and conditions, apply to all residential customers when they order telephony services from us. We’ve tried to make them easy to understand. If you have any queries that aren’t dealt with here, please see our help pages.
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1.1 To take telephony services from us, you must take a fixed telephone and broadband line from us.
2.1 When you take telephony services from us, we’ll:
(a) switch you onto our network;
(b) provide a fixed telephone and broadband line to you; and
(c) provide you with a telephone number.
2.2 You don’t own any telephone number allocated to you. We may have to change this telephone number for various reasons, including if:
(a) we’re instructed to by a regulator (e.g. Ofcom);
(b) we need to provide a new telephone line to your premises; or
(c) you move house.
If this is the case, we’ll try to give you as much notice as possible.
3.1 Calls are:
(b) calculated using details of calls logged and recorded by us and other operators, which can take up to 90 days;
(c) charged based on the rate applicable when the call was made; and
(d) charged, and inclusive minutes deducted, in one minute increments (with any part minutes rounded up to the nearest minute). Individual charges are rounded up to the nearest penny.
3.2 If your package has inclusive call minutes:
(a) you can only call someone else for one hour at a time, after which standard charges will apply; and
(b) any unused minutes from one month can’t be carried forward.
3.3 You can make free calls to other TalkTalk customers as long as you:
(a) call for no more than three hours at a time, after which standard charges will apply;
(b) only call telephone numbers starting 01, 02 and 03; and
(c) don’t use a call divert facility.
3.4 We may place certain restrictions on your telephone line (e.g. in relation to premium rate telephone numbers or texts, or on international telephone numbers). See our help pages for further details. If you want restrictions removed, please contact us.
These are our TV terms and conditions which, together with our customer terms and conditions, apply to all residential customers when they order TV services from us. We’ve tried to make them easy to understand. If you have any queries that aren’t dealt with here, please see our help pages.
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1.1 To take TV services from us, you:
(a) must take, and continue to take, telephony and broadband services from us. If this stops, we will also stop your TV services; and
(b) agree to:
(i) the YouView platform terms and conditions that are available here; and
(ii) any end user licence agreement provided with our set top box.
2.1 If you take TV services then:
(a) we’ll include certain channels and content in your package, which we’ll tell you about;
(b) we may have to change the channels and content we offer (e.g. because certain content is no longer made available to us). If so, we’ll try to replace them with something else. We’ll try to let you know in good time if this affects you;
(c) unless you’re watching our TV service on the TV2Go app, you may only view it at your registered residential address;
(d) you must not:
(i) try to avoid any technical security measures we or others may have put in place;
(ii) make unauthorised or unlawful recordings of any content;
(iii) reproduce any content recording;
(iv) remove any proprietary notices from content;
(v) re-distribute or re-broadcast any content;
(vi) edit, modify, translate or create derivative works or adaptions of any content;
(vii) display any content in retail, business or commercial premises; or
(viii) sub-licence, transfer or assign any content to any third party;
(e) you may only view and record the TV service on our set top box; and
(f) you may lose your recordings if we have to replace your set top box, or if you stop subscribing to a channel that you made the recording from. In some very limited circumstances, you may also lose recordings if we have to upgrade or replace the software on your set top box.
3.1 To get the TV service, you’ll need an aerial and a TV that has a spare HDMI connection to plug our set top box in to.
(a) provide you with a set top box. This may be for a reduced charge or no charge; and
(b) repair or replace a set top box we’ve provided if it becomes faulty unless:
(i) we’re no longer providing the TV service to you; or
(ii) you’re responsible for the fault, including as a result of your failure to follow the manufacturer's instructions or your mis-use or alteration of the set top box without our approval.
3.3 You must connect your set top box to our network via:
(a) a direct wire to your router; or
(b) powerline adapters.
3.4 If you don’t connect your set top box to our network then we may ask you to send it back at your cost. If you don’t do this, we may charge you for it.
3.5 We’re not responsible for your TV aerial. We recommend you check how good your reception is here.
3.6 If you use a third party set top box, the quality of your TV experience may not be as expected.
4.1 In addition to the channels and content provided with your TV service, other channels and content are available for an additional cost.
4.2 We’ll give you a PIN so you can order extra channels or content via your set top box (you can also do this via My Account). You’re responsible for the PIN and any charges arising from using it.
4.3 If you wish to connect your router to your set top box via powerline adapters, we can provide these to you for an additional charge.
5.1 We provide some TV content on a buy and keep basis. If you buy such content:
(a) subject to paragraph 5.1(b) below, you can watch it on your set top box and two other compatible devices via our TV2Go app; however, you can only watch this content in standard definition on the TV2Go app, even if you bought a high definition version to watch on your set top box;
(b) and subsequently stop being a TV services customer, you can continue to access this content via our Blinkbox service, provided you agree to Blinkbox’s terms and conditions and
(c) we may block access to this content if you:
(i) don’t pay for it; or
(ii) break your agreement in some other way in relation to that content.
5.2 We can’t guarantee the accuracy or completeness of the electronic programme guide. It’s your responsibility to check that the content being viewed is appropriate for the viewers. To assist, you can set up parental locks on certain content on the TV service (see our help pages for more information).
5.3 By purchasing a pay per view movie from our “TalkTalk Box Office” service, you agree to these additional terms.
These are our broadband and fibre terms and conditions which, together with our customer terms and conditions, apply to all residential customers when they order broadband or fibre services from us. We’ve tried to make them easy to understand. If you have any queries that aren’t dealt with here, please see our help pages.
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1.1 If you’re transferring to us from another provider, there may be charges that you’ll need to pay, which we’ll tell you about in advance.
1.2 You need to have a computer to receive the broadband and fibre services.
1.3 We may need you to install software on your computer; although, we won’t call and ask you to do this unless you’ve requested this. You should save and back up any data before installing this software. The software will give us access to your computer so we can diagnose and fix any problems you may experience. If you don’t install the software, we may not be able to resolve such problems and we won’t be responsible for any issues you may experience as a result of this.
1.4 You or we may need to modify your computer settings to make it work with the broadband service. You should check these modifications don’t invalidate any computer warranty you may have. If they do, we won’t be liable for any modification carried out by you, us or our representatives.
2.1 When you order the broadband service, we’ll give you an estimate of the upload and download speeds you can expect. Upload speeds will always be slower than download speeds.
2.2 If our estimates are below our minimum requirements, we won’t be able to provide the broadband service to you.
2.3 We’ll try to ensure you get the estimated speeds; however, we can’t guarantee this. It may take up to two weeks from installation for your speeds to stabilise. If, after this period, you’re constantly getting significantly lower speeds, contact us so we can try to help. If there’s a fault, we’ll take reasonable steps, and you must take any reasonable steps we ask you to take, to correct such fault. If, after this, your speeds are still below the ‘minimum guaranteed access line speed’, you may cancel the broadband service without liability. The ‘minimum guaranteed access line speed’ is the fastest speed achieved by the bottom 10% of similar customers (e.g. if there are 10,000 customers like you, then we’d compare you with the 1,000 customers who get the lowest speeds and the minimum speed would be the fastest speed of those 1,000 customers).
2.4 If we give you access to an email account and an email address:
(a) you don’t own them;
(b) we may need to change your email address; and
(c) if you leave us, you can’t keep them.
2.5 If you don’t log into your email account for 180 consecutive days, we may close your account. We’ll try to tell you before we do this.
2.6 We may need to block access to, or delivery of, any apparently unsolicited communications (e.g. spam). We may also use virus screening technology that deletes or alters emails or attachments.
If we provide storage space on our systems, we may impose limits, which we may vary from time to time (e.g. on the number of email accounts available, the number of emails you can store or the size of attachments you can send). We may reject or delete material that exceeds your limits.
These are our mobile terms and conditions which, together with our customer terms and conditions, apply to all residential customers when they order mobile services from us. We’ve tried to make them easy to understand. If you have any queries that aren’t dealt with here, please see our help pages.
You can quickly jump to a section here:
1.1 To take mobile services from us, you, or someone at your address, must take, and continue to take, telephony or broadband services from us. As we give you discounted charges for this, if this situation changes, we may increase your charges to our standard rates.
2.1 If you’re transferring to us from another provider, and want to continue using your existing telephone number, you’ll have to give us the Porting Authorisation Code (or PAC) from that provider (this code will only be valid for a limited period and can only be used once).
(a) supply our mobile services in accordance with our Good Network Guidelines;
(b) may place certain restrictions on your SIM card (e.g. in relation to premium rate telephone numbers or texts, adult material or on international telephone numbers). See our help pages for further details. If you want a restriction removed, please contact us
(c) may need to change your SIM card, your telephone number or the network that our mobile services are provided from and we’ll tell you if this is the case; and
(d) may place limits on the number of devices you can connect to our mobile service, which we’ll tell you about prior to doing.
(a) don’t own any telephone number or SIM card allocated to you. You’ll normally be able to transfer your telephone number to another provider but there may be technical reasons why this isn’t always possible. We’ll tell you if this is the case; and
(b) may not use the mobile service to artificially inflate traffic to any revenue share service.
2.4 Unless agreed otherwise, call divert and call waiting services are not included in your plan.
3.1 You’re responsible for mobile equipment once you’ve received it from us.
3.2 Not all mobile devices can receive our mobile services. Please contact us to see if your mobile device is compatible.
3.3 Unless we tell you otherwise during the order process, we don’t support mobile tethering, which is when a mobile device is used to supply internet access to other mobile devices.
3.4 If you buy a SIM only tariff, your current mobile device may be locked to another network. To unlock it, you may need to obtain an unlocking code from your current provider. If you enter an incorrect code, you may permanently block your device. We accept no liability for this.
4.1 Charges are based on your agreed package and calls, texts and data are charged in accordance with our mobile pricing page and our Price Guide. These contain other important information about what you can and can’t do with the mobile services.
(a) you ask us to provide any additional services not included in your plan, we may charge for these. We’ll tell you the charges before you order them;
(b) you change your plan (e.g. when upgrading or moving to a promotional offer), any unused part of your monthly allowance will be lost;
(c) you return a call from your voicemail, it’ll be charged as if you directly called the number;
(d) your SIM card is lost, stolen or used in an unauthorised way, you’ll have to pay any charges incurred until we’ve suspended it. If you have to replace your SIM card, you’ll have to pay a charge as set in our Price Guide; and
(e) you buy a SIM card to use in a pre-owned Blackberry device, you’ll have to buy a Boost to access Blackberry services for an additional monthly cost.
4.3 Inclusive calls, SMSs, MMSs (if included in your allowance) and data usage will be set against your monthly allowance in the order in which they’re received from our network.
4.4 You can monitor your usage through My Account or the My TalkTalk app. You can track how many minutes, texts or data you’ve used and see your remaining allowance. Please take note of the time and date that your usage was updated and the current time and date as there may be a delay between you exceeding your allowance and our systems processing it. If you do exceed your allowance, we’ll tell you as soon as we can and we may charge you for use above your allowance.
4.5 Standard SMSs contain up to 160 characters. Some mobile devices allow you to send more than 160 characters, in which case the SMS will be turned into, and charged as, an MMS. Only standard SMSs are included in inclusive text allowances. Standard SMS prices exclude premium rate, international, roaming, reverse charged and long text messages.
4.6 You can send long texts, pictures and videos using MMS texts. MMS texts are limited to 300kb. If an MMS text contains multiple media items, you’ll be charged for the most expensive (e.g. if an MMS text contains a picture and video clip, you’ll be charged the video message price).
5.1 If you’re:
(i) and want to roam (make calls, send texts or use the internet), you’ll have to request this by contacting us. We may ask for a deposit before allowing roaming;
(ii) you’ll be charged for calls received and made; and
(iii) you may not be able to use your voicemail; and
(b) using the mobile services near the border of a third party network, you may be connected to such network and may be charged as if you’re roaming.
5.2 Roaming will be charged as set out here, unless we tell you otherwise. Such roaming will not form part of any monthly allowance. It may take longer for roaming charges to be billed.
5.3 Access to overseas networks will depend on our arrangements with foreign operators. Overseas networks may be limited in quality and coverage.