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 or Ultrafast 150/250, 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 customer rights coming from our voluntary signing of the code.

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.

In order to define the right speed for your needs, please check our relevant 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.

Switching to TalkTalk?

Switching to TalkTalk?