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TalkTalk Code of Practice

  1. INTRODUCTION
      1.1 We’re TalkTalk Telecommunications Limited. Our registered office address is Soapworks, Ordsall Lane, Salford, M5 3TT

      1.2 In accordance with the Ofcom General Conditions (https://www.ofcom.org.uk/__data/assets/pdf_file/0026/86273/CONSOLIDATED_VERSION_OF_GENERAL_CONDITIONS_AS_AT_28_MAY_2015-1.pdf), we’ve published this Code of Practice so that our residential customers can easily find certain important information about our services.

      1.3 We’ve tried to make this Code of Practice easy to understand. If you have any queries that aren’t dealt with here, please see our help pages (www.talktalk.co.uk/help).

      1.4 This Code of Practice replaces all previous versions and was updated on 1 April 2020.

    1. BACKGROUND AND SERVICES

      2.1 We offer communications services to our residential customers, including line rental, voice calls, broadband, fibre, ultra fibre optic, TV and mobile.

      2.2 Details of the prices which apply to these services and packages can be found on our website (https://sales.talktalk.co.uk/pricing/).

      2.3 If you experience a problem with your service, please see our help pages (www.talktalk.co.uk/help). If this doesn’t help, please contact us as soon as possible (www.talktalk.co.uk/contactus).

    2. CUSTOMER TERMS AND CONDITIONS

      3.1 Our Customer Terms and Conditions are available on our website (http://www.talktalk.co.uk/legal/terms/talktalk-product-terms).

      3.2 Some of our services have a minimum period starting from your go live date, which: (a) will be no longer than 24 months; and (b) we’ll tell you about when you order.

    3. CUSTOMER COMPLAINTS CODE

      4.1 Our Customer Complaints Code is available on our website (www.talktalk.co.uk/complaintscode). It contains details of alternative dispute resolution options.

    4. COMPENSATION POLICY

      5.1 If you have: (a) a complaint; (b) complied with our Customer Complaints Code (www.talktalk.co.uk/complaintscode); (c) complied with our Customer Terms and Conditions (http://www.talktalk.co.uk/legal/terms/talktalk-product-terms); and (d) a genuine entitlement to compensation, we may agree to pay you compensation and, in these circumstances, we want to make sure you receive a fair amount.

      5.2 We pay compensation on a case by case basis depending on your particular complaint and circumstances.

      5.3 In addition to your rights set out in this Code of Practice, you have other legal rights as detailed in our Customer Terms and Conditions (http://www.talktalk.co.uk/legal).

    5. IF YOU NEED SPECIFIC HELP

      6.1 We understand that some of our customers may have special needs and require particular attention.

      6.2 If you’re older or have a disability and want to discuss any special requirements, please contact us (www.talktalk.co.uk/contactus). We’ll try and meet your needs where possible.

    6. SCAM AND NUISANCE CALLS

      7.1 Malicious calls can cause annoyance and distress and we take this problem very seriously. If you’re receiving malicious calls, we would like to help in every way we can to try to resolve the problem.

      7.2 We offer various services to help you stay safe, including:
      (a) free calling and privacy features which allow you to block calls from withheld numbers, bar the last number that called you and see the phone numbers of all incoming calls; and
      (b) a free reporting and blocking service for nuisance and malicious calls to stop scammers from reaching your home.

      7.3 If you’re the victim of scam, malicious or nuisance calls, texts or emails, please see our help pages for advice and more information (http://help2.talktalk.co.uk/scam-phone-calls).

      7.4 We comply with all relevant codes of practice, including those of the Telephone Preference Service (“TPS”) and the Fax Preference Service (“FPS”) (together, the “Preference Services”).

      7.5 You may want to stop unsolicited telemarketing communications from other organisations. If you register with the Preference Services, this may prevent some of these from reaching you. The contact details for the Preference Services are set out below: (a) TPS: register online at www.tpsonline.org.uk or call 020 7766 4420; and
      (b) FPS: register online at www.fpsonline.org.uk or call 020 7766 4422.

      7.6 If you’ve previously told us that you’re happy for us to contact you by phone, registering with the TPS will not change that consent. If you change your mind, you’ll need to contact us directly to let us know.

    7. WHERE TO GET A COPY OF THE CODE OF PRACTICE

      8.1 We refer to this Code of Practice in the welcome letter sent to all residential customers signing up for services with us and we tell them how to get a free copy. The Code of Practice is published on our website (http://www.talktalk.co.uk/legal/code-of-practice/). You can also ask us to send a paper copy to your home address.

    8. RESPONSIBILITY FOR COMPLYING WITH THE CODE OF PRACTICE

      9.1 We are responsible for making sure our representatives comply with this Code of Practice. Our Commercial Director is accountable for ensuring that we (and our representatives) observe the Code of Practice and our Customer Services Director is responsible for handling complaints relevant to the Code of Practice. You can contact us about this Code of Practice:
      (a) (b) by email via www.talktalk.co.uk/help;
      (b) by telephone: 0345 172 0088; or
      (c) by post: F.A.O. Mr John Scouler, TalkTalk Telecommunications Limited, TalkTalk Correspondence Department, PO Box 675, Salford M5 0NL.

    9. PREMIUM-RATE AND NUMBER-TRANSLATION SERVICES

      10.1 You may find the following information useful if you’re unsure about premium-rate and number-translation services (084, 087, 09 or 118 numbers).
      10.2 Call charges to these numbers are divided into two parts:
      (a) Access Charge: this is what we’ll charge you for connecting the call; and
      (b) Service Charge: this is what the organisation you’re calling will charge you. For the total cost of your call, simply add the two charges together.
      10.3 Details of the charges which apply to these services can be found on our website (https://sales.talktalk.co.uk/pricing/).
      10.4 We offer the facility to bar calls to premium-rate numbers. If you want:
      (a) to place a bar on your line;
      (b) to check whether you already have an active bar in place; or
      (c) more information about premium-rate and number-translation services, please contact us (www.talktalk.co.uk/contactus)

      10.5 What are Premium-Rate Services?
      (a) “Premium-Rate Services” (“PRS”) is a generic name for products and services you purchase which are charged to your telephone bill or pay-as-you-go credit, including:
      (i) calls to fixed line numbers which begin with 118, 0870, 0871, 0872, 0873, 070 and 09;
      (ii) SMS shortcodes which are five or six-digits long and usually begin with 6, 7 or 8; and
      (iii) “charge to mobile” services, e.g. where you can pay for goods and services from app stores, third party publishers and merchants via your phone bill.
      (b) Examples are:
      (i) premium rate quizzes and competitions;
      (ii) voting for TV talent shows; and
      (iii) donations to charity.
      (c) Calls to PRS numbers are typically more expensive than calls to other telephone numbers.
      (d) Most PRS numbers operate on the basis of a revenue-sharing arrangement. This means that the bulk of the revenue from calls to such services goes to the service providers who are responsible for the content, product or services provided or who act as resellers or “aggregators” on behalf of a number of such providers.
      (e) The rest of the revenue is shared by:
      (i) TalkTalk; and
      (ii) the telephone company that contracts with the service provider and, on its behalf, “terminates” the call (i.e. finally brings the parties together) by providing network facilities.
      (f) The service providers are responsible for complying with most of the obligations imposed by The Phone-paid Services Authority’s Code of Practice (see below).
      10.6 The Phone-paid Services Authority
      (a) The Phone-paid Services Authority (“PSA”) is the independent regulator of PRS. Its service is free to consumers.
      (b) PSA regulates PRS through the PSA Code of Practice which has been approved by Ofcom (http://psauthority.org.uk/for-business/code-of-practice). PSA takes action to safeguard consumers.
      (c) PSA investigates complaints about the promotion and operation of PRS and can impose sanctions if its Code of Practice is breached. For example, it can:
      (i) fine companies and bar access to services;
      (ii) bar the individual(s) behind a company from running any other PRS activities under any company name on any telephone network for a defined period;
      (iii) issue formal reprimands;
      (iv) or order companies to come to PSA for prior approval.
      (d) PSA may order a PRS provider to pay you a refund if they have completed an investigation and the outcome requires this. If it can be shown that your phone has been used without your permission to make certain PRS calls (i.e. live and recorded chat and live tarot services), PSA may also be able to help you get compensation from the PRS provider.

      10.7 Disputes about PRS numbers on your phone bill
      (a) If you spot an unexpected charge on your phone bill, you should:
      (i) (if applicable) keep the message that confirms your one-off payment or subscription (if you don’t wish to receive the service, reply with STOP ALL to the shortcode provided, not to the text message);
      (ii) check it’s a PRS charge (if it’s not, you should contact us) (www.talktalk.co.uk/contactus);
      (iii) contact the service provider (if you don’t know who’s running the service or their contact details, you can use PSA’s “Number Checker” (http://psauthority.org.uk/about-us/number-checker) (www.talktalk.co.uk/contactus)); and
      (iv)  if you still need help, contact PSA:
      (A) or contact us by phone: 0300 30 300 20 (Monday – Friday, 9.30am – 5.00pm); or
      (B) (b) by using their online enquiry form (http://psauthority.org.uk).
      (b) If PSA can’t help you, please contact us (www.talktalk.co.uk/contactus).

      • TalkTalk offers data-only Full Fibre broadband services, including TalkTalk U, Full Fibre. We also offer Part-Fibre, and Fast Broadband (ADSL) services.


        Availability depends on your location and the network infrastructure in your area.


        All broadband plans require a compatible router, which must be returned to TalkTalk should you no longer use our services.

      • Monthly prices vary depending on the plan you choose and will be shown on the relevant product page (subject to eligibility and availability).


        Broadband prices increase each April, in line with our Annual Price Change Policy, and this typically increases your monthly price by £4 per month for new customers.


        For more information about how annual price changes work, read more in our Annual Price Change Policy.

      • The length of the contract varies by product and will be shown clearly when you view individual plans, so you can review it before committing.


        Some add‑ons or services may have their own minimum commitment periods, which will also be shown when you choose them.


        For more information about full contractual terms, read more in our Terms and Policies.

      • Broadband Speed Code of Practice


        At TalkTalk, we’ve voluntarily signed the residential version of Ofcom’s Code of Practice. This means we share speed information—both upload and download—and details about factors affecting speed, either upfront or after sale, with our customers.

        Speed estimates are based on actual performance metrics from customers using the same product during peak hours, following Ofcom’s methodology. This helps customers make informed decisions when selecting our products. These speeds refer to the connection from TalkTalk to your router or hub and do not include Wi-Fi speeds between your hub and wireless devices.


        We provide the following information across various customer touchpoints:

        • Speeds: Normally available (download and upload), minimum (download and upload), maximum (download and upload), and advertised/headline (download and upload)

        • Traffic: Explanation of actual speeds, influencing factors, speeds required for common uses, and any policies that could affect speed

        The Code gives customers the right to exit their contract without penalty if their speed falls below the Guaranteed Minimum Download Speed we promised. Specifically, if your actual download speed falls below the minimum guaranteed download speed provided at the point of sale on a daily basis for at least three successive days—whether continuously or intermittently—after reporting a speed issue, and we’re unable to resolve it within 30 days, you may cancel without penalty.


        If you're a new customer on the Fibre 35/65, your line will go through a stabilisation period of 10 days, when your speeds may fluctuate.


        For more details about how the methodology, our commitments, and your rights under the Code, please visit Ofcom's dedicated page here.


        If you’re using an eero device provided by TalkTalk, we recommend using the speed test within the eero app. For other devices, please visit our speed test page. To help determine the right speed for your needs, please check our speed guidance page.


        Please note:

        • The Broadband Speed Code of Conduct (post- 1 March 2019) protects you if your throughput speed is lower than what we promised when you signed up

        • The Broadband Speed Code of Conduct (pre- 1 March 2019) protects you if your sync speed is lower than what we promised when you signed up with us

      • Some broadband services may require an engineer installation, depending on your address and set-up. Where an engineer visit is required, details will be confirmed during your order.


        A compatible router is included with TalkTalk broadband services, which must be returned to TalkTalk should you no longer use our services. Additional equipment may be required for some services, depending on your home’s set-up.


        For more information about installation and equipment requirements, read more in our Help Centre.

      • You can view the different types of broadband we offer here. The type of broadband available to you depends on your address and local network.


        Full Fibre broadband (FTTP) uses fibre‑optic cables all the way to your home and can support higher speeds where available.


        Part‑fibre broadband (FTTC) uses fibre to the street cabinet and copper cabling for the final connection to your home.


        Copper broadband (ADSL) is available in areas where fibre services are not supported.


        The options available to you will be shown when you check availability.

      • Some TalkTalk services include usage allowances or limits. For full terms & conditions please visit our legal terms and policies.

      • Monthly Calling Boost charges are additional to your plan and are subject to change. All Boosts have a minimum duration of one month. Once added, you’ll continue to receive the Boost until you opt out or your broadband service ends (we require 48 hours’ notice to terminate). We’ll activate the Boost as soon as possible and confirm when it goes live via an activation email. Boosts are billed in advance and are currently only available to existing Full Fibre and MPF customers, and to new and existing TalkTalk Fibre customers. Inclusive calls are free for the first 60 minutes, and then billed at the following rates: UK call costs - TalkTalk Help & Support International call costs - TalkTalk Help & Support


        International Max Calling Boost

        Includes 1,500 inclusive anytime minutes to 55 international destinations, plus the Channel Islands. Applies to calls made to standard-price landline and mobile numbers, and excludes calls to international premium, satellite, and non-geographic numbers. Click here for list of destinations the Boost applies to. If you exceed your allowance, you’ll be charged at a discounted rate. All non-inclusive international landline and mobile calls will be charged at a discounted rate, with a per-call connection fee applied.


        Unlimited UK Calling Boost

        Unlimited calls to UK landline numbers starting 01, 02, 03, and standard UK mobile numbers only (excluding 070 and 076). Excludes calls to the Channel Islands, dial-up internet, indirect access, premium mobile services, and all other numbers. The maximum call time is 60 minutes per call.


        Evening and Weekend Calls Boost


        Unlimited calls to UK landline numbers starting 01, 02, 03, and mobile numbers only (excluding 070 and 076). Excludes calls to the Channel Islands, dial-up internet, indirect access, premium mobile services, and all other numbers. The maximum call time is 60 minutes per call, and the call must start between 7pm and 7am on weekdays or anytime at the weekend.

        Customer Communications We’ll send important service updates to keep you informed about your broadband and related services. Service updates and notifications will be sent to all customers, depending on the services you use, and you cannot opt out of these.


        Marketing communications are optional and can be managed at any time in My Account.


        For more information about how we contact you and how preferences are managed, read more in our Privacy Policy.
        Complaints & Escalation If you’re unhappy with any part of your service, you can raise a complaint through our customer support channels.


        For more information about how to make a complaint, how issues are escalated, and how Alternative Dispute Resolution works, read more in our Complaints Policy.