FAQs

How long does it take to switch?

Once your order has been received it normally takes 2-3 weeks to activate you italk plan. We will notify you as soon as we know the exact date.

Is it a hassle to change to italk?

The switch-over is completely hassle free. We get in touch with BT/your existing provider; you just use the phone in exactly the same way and pay a lot less!

Will there be any disruptions?

No there will be none at all. The only changes will be a much lower bill and more efficient customer service.

Will my phone number(s) stay the same?

Yes, your phone number(s) remain exactly the same with calling feature upgrades available to you. All you need to do is call Customer Services and they can organise this for you.

Will it affect my broadband or internet service?

Most broadband and internet services that you have with your existing provider, can be used with your italk package. For further information on this please contact customer services.

Do I have to dial a prefix number before I can benefit from my call package?

No as an italk customer there is no need to dial a prefix number or have a plug-in box in the wall – you can simply use your phone exactly as you do now.

Can I receive my bill by email?

Yes and we would encourage you to reduce waste paper by receiving your bill electronically. If you need to receive a paper bill there is a £1.53 surcharge.

Do I have to pay by Direct Debit?

Yes, Direct Debit is the most convenient way to pay your bill and it allows us to keep our costs as low as possible so we can pass the savings on to you. Direct Debit is simple, safe and fully protected by the Direct Debit Guarantee.

What happens if I move house?

You can transfer you italk service to your new address - please call our customer service team on 0845 373 4290 or alternatively you can email customerservice@italktelecom.co.uk.

Who do I contact if there is a problem on my line?

The quickest way to fix any faults is by contacting our customer service team on 0845 373 4290; you will get straight through to a real person who will be happy to help you.

How long is the contract for?

Your contract period will last for 24 months. At the end of this period the contract will be automatically renewed for another 24 months unless you tell us otherwise. At Italk we are committed to offering long term savings to our customers - not a short-term gain then a sudden price rise. That is why our prices are guaranteed not to go up for the full 24 months of each contract period.

What should I do with previous suppliers' equipment now that I have joined italk?

All equipment from a previous supplier should be removed when you transfer to italk. Most equipment can be unplugged easily or switched off. We are happy to provide any advice you might need. Please contact Customer Service on 0845 373 4290 for assistance.

Will I still have my number(s) listed in the telephone directory?

Yes, your number will be automatically entered into the BT phone book. If you are ex directory or wish to be, you will need to inform italk when you join so that this option can be added for you, otherwise your number will be listed.

What is an Early Termination Fee?

All our packages are subject to a minimum term. If your service is cancelled within this period, you will be charged an Early Termination Fee. This will be based on your package and the number of months that are left to run on your contract:

If you are on an Italk 2 package (Standard, Gold or Platinum) you will be charged £3.00 per remaining month of your contract.

If you are on an Italk 3 package (Standard, Gold or Platinum) you will be charged £5.50 per remaining month of your contract.

For more information please contact Customer Services on 0845 373 4290.