If you need help with TalkTalk broadband, you're struggling to pay your bills, or you just want to speak to someone about upgrading to full fibre broadband, you’re in the right place!
Here are some of the best ways to get in touch with TalkTalk customer support; whether that be over the phone, live chat or by mail.
How to contact TalkTalk Broadband Customer Services and Technical Support
How do I speak to a person at TalkTalk? TalkTalk contact numbers
You can contact TalkTalk Customer Services and Technical Support by calling its landline number: 0345 172 0088.
If you’re hearing or speech-impaired, you can use the Text Relay Service instead by dialling 18001, followed by 0345 172 0088.
TalkTalk Customer Services is open:
- 9am-7pm Monday-Friday
- 9am-6pm on Saturdays
- closed on Sundays.
Priority is given to existing customers who have registered as needing additional accessibility support.
If you’re having trouble with your internet connection, the technical support phone line uses the same number and has the same opening hours.
TalkTalk live chat
TalkTalk offers online chat with its Customer Service Team. This is active at the following times:
- 8am-9pm Monday-Friday
- 8am-7pm on Saturdays
- 9am-7pm on Sundays.
This live chat option can be accessed through the TalkTalk Community Page. Just scroll down to the ‘Live Chat’ section.
What's the TalkTalk email address?
The TalkTalk email address for complaints is [email protected]. For a speedier resolution to your problem, make sure you include the following information in your email:
- Your name
- The date your broadband problem started or occured
- Your TalkTalk phone number
- The names of any advisors you've already been in contact with
- A description of your complaint
You'll also need to include one of the following:
- The 3rd and 6th characters of your TalkTalk account password
- The answer to your personal security question
- The first line of your address and postcode on your account
- Your TalkTalk account number
I’m having trouble with my TalkTalk connection. Is TalkTalk down?
If you’re having issues with your TalkTalk broadband connection, we recommend restarting your Wi-Fi router to see if this solves the problem.
If not, head to TalkTalk’s service status page. You can use this to run an official connection check and get a text message if there are any problems that might be affecting your broadband service.
Or, if you’d rather check social media, you can search for ‘#talktalk’, or ‘#openreach’ to see if you can find similar issues being reported. For official outage updates, TalkTalk has its own Twitter / X account (twitter.com/talktalk).
Finally, you could also use a third-party service like Downdetector. Here, you can get notifications of any TalkTalk outages reported in the last 24 hours, and also view the reported problems on a map.
For further information on broadband connectivity issues, check our guide to troubleshooting broadband connection problems.
How to complain about TalkTalk Broadband
There are several ways to submit a complaint to TalkTalk:
Contact TalkTalk via Twitter / X
Before making a complaint through the official channels, you might want to try contacting @talktalk on Twitter / X. Company customer service teams are usually quick to resolve problems when they’re posted in a public forum.
If you still need to contact TalkTalk, have a look at their complaints code first. This explains how their procedure works.
Complain via Customer Services
If you’d like to complain in person about your TalkTalk broadband, you can call 0345 172 0088 (this is a free contact number from a TalkTalk landline phone or mobile).
If you’re hearing or speech-impaired, you can use the Text Relay Service by dialling 18001, followed by 0345 1720088.
Contact TalkTalk by mail
TalkTalk Postal Address
To complain about your TalkTalk Broadband in writing, use this address:
TalkTalk (TTR)
PO Box 675
Salford
United Kingdom
M5 0NL
To make sure your query is dealt with quickly, you’re asked to make sure you include the following information:
- Your full name
- Your TalkTalk mobile or landline number
- Your signature
You should also include one of the following:
- The 3rd and 6th characters of your account password.
- The last 4 digits of the bank account number or payment card used to pay for your service.
- Your TalkTalk account number
- Your personal security answered provided when you set up your TalkTalk account.
It’s worth nothing that even when sending a letter, TalkTalk will always try to contact you by telephone to resolve your query.
Complaining about TalkTalk to CISAS
If you’re unable to resolve your broadband issue with TalkTalk then you can submit your complaint to the ombudsman. Every provider is a member of one of two ADR or Alternative Dispute Resolution schemes: TalkTalk is part of the Communications and Internet Services Adjudication Scheme (aka CISAS).
You can contact CISAS once you’ve received a deadlock letter from TalkTalk. This is a document that states that you and TalkTalk haven’t been able to agree on a solution to your issue. You can contact CISAS without a deadlock letter if you haven’t had a response from TalkTalk for at least eight weeks.
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What to do before you complain to TalkTalk
Troubleshoot the problem
Try your best to tackle any technical problems yourself first. TalkTalk has a number of technical support guides, and you can log in to your account to test your broadband connection and attempt a fix.Document everything
Keep a record of times, dates and calls. If you speak to anyone at TalkTalk customer service, take their name. Document all speed test records and any other relevant data that could help. These can all be helpful if you have to escalate your complaint.Make sure your complaint is valid
Broadband speed
Ask for assistance if your TalkTalk broadband service is slower than expectations for your postcode. But double-check your contracts. At the point of sale, you should have been given a speed estimate, which may be different to the advertised package speed. If your broadband speed persistently falls below this estimate, you have grounds to take this further.
Check with a tool like the Broadband Genie Speed Test. Run multiple tests at different times over several days.TalkTalk is signed up to Ofcom's voluntary code of practice for broadband speeds. This gives broadband consumers more rights when complaining about speed, including the right to leave a contract early without penalty. But make sure to follow the process correctly to avoid unexpected cancellation fees.
Service problems
If a broadband complaint relates to traffic management or blocked website, you may not have much success in complaining. Though if you feel like the limits are restrictive, and you weren't made aware of them when you signed your TalkTalk contract, you may still have a case.Mis-selling & overcharging
Complaining about the cost of a service is unlike to change things, unless it's significantly different to the broadband deal you were initially sold. TalkTalk currently raises its prices mid-contract. This is usually around April. Customers are obliged to pay these price hikes, and it's set out in its terms and conditions. We have a guide to mid-contract price rises you may find helpful.Customer service
If you feel TalkTalk's customer service isn't listening to your problems, ask to escalate the complaint to more senior staff members.
Fed up with TalkTalk? Switch and save money on your broadband
If you have regular problems with your TalkTalk service, or you’re moving somewhere that your current package isn’t available (this may be the case if you’re currently on a full fibre package), you may be interested in switching broadband.
If you decide to make the switch to a different provider, you should also read our guide on cancelling your TalkTalk broadband package. Just remember, if you’re trying to switch or cancel your broadband before the end of your contract term, you are likely to be charged an early termination fee. Make sure you take note of your contract end date before you make any hasty decisions.
If you’re happy to switch now, here are some of the best deals currently available:
Expert Summary
It's relatively easy to contact TalkTalk with any questions or problems that you have. As well as a call centre number that’s open six days a week, a live chat option is available on its website. Of course, speaking to a human is often the best way to things resolved efficiently. Even if you do take the time to write a letter, you’ll find that a TalkTalk representative will attempt to get in touch via the phone.
If you want to complain, that can be a slower task. But it should either get your problem fixed or make it easier for you to switch. For more help, we have an easy guide to cancelling your TalkTalk package.