Have you checked the FAQs?

frequently asked questions

• Coronavirus (COVID-19) Update

  Please be assured we are continuing to operate as normal. We would like to suggest that anyone who needs to contact italk should do so by phone, email or live chat. Post is currently subject to significant delays and as such we do not recommend this method of contact for the foreseeable future. Please visit https://www.italktelecom.co.uk/contact for all contact information.

• Who are italk?

  We are a nationwide broadband provider focused on delivering the best UK customer support and care to all our broadband and telephone customers.

• Are you a new company?

  No, we’ve been trading since 2007 and are currently in our 11th year of operation. We recently celebrated our 10-year anniversary.

• How long does it take to switch?

  Once your order has been received it normally takes 2-3 weeks to activate your package. You will be notified of your live date via email and text.

• Will it affect my broadband or internet service?

  There will be no disruptions to your service, we will handle everything.

• Will there be any disruptions?

  No, there will be none at all.

• What download and upload speed will I receive?

  The speed you will receive varies from each property as it is dependent on the line. However, you can check your speed estimate by entering your post code on our packages page.

• When will I receive my router?

  Your router will be dispatched once your broadband order has been confirmed, and should arrive before your broadband services are activated. Your order will be placed when your telephone service with italk becomes active.

• What is my activation date?

  You should expect to go live within 2-3 weeks from your signup, your exact activation date may change but we will keep you up to date with text messages and emails.

• My activation date is today but I don’t have a connection?

  It can take up until midnight for the services to activate.

• When is my first Bill?

  Your first bill will be generated usually between 4 and 6 weeks from the date of your purchase.

• Do I have to pay by Direct Debit?

  Yes, Direct Debit is the most convenient way to pay your bill. 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.

• Can I change my payment method?

  All our contracts are set up on a Direct Debit basis. If you are having difficulties paying on time, please contact our Customer Care team to discuss your options.

• Will my phone number(s) stay the same?

  Where possible we will endeavour to retain your existing number. You will need to ensure at the point of sale you provide us with your landline number. If no landline number is provided at the point of sale we will issue a new landline number for you. We will also provide you service updates should your number not be transferable.

• How long is the contract for?

  Unless otherwise stated, your contract period will last for 24 months.

• 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 £3.49 surcharge per month.

• Who do I contact if there’s a problem with my line?

  The quickest way to fix any faults is by contacting our Customer Care team on 0333 210 4290; you will get straight through to a fully trained advisor who will be happy to help.

• What happens if I move house?

  You can transfer your italk service to your new address. Please call our Customer Care team on 0333 210 4290 or alternatively, email [email protected]

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

  Equipment from a previous supplier should be removed when you transfer to italk. Most equipment can be unplugged easily or switched off. There may be some exceptions to this, so if you are unsure please call us. We are happy to provide any advice you may need. Please contact Customer Care on 0333 210 4290.

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

  When you join us, we’ll carry over your preference from your previous telecoms provider. However, if you want to switch it up just call our Customer Care Team once your account has activated with us to make any amendments. Any amendments made can take around 3 days to complete.

• What is italk’s Access Charge for calls to 084, 087, 090 and 118 numbers?

  The italk Access Charge is 12 pence per minute. The remaining cost of the call is the service charge which is set by the organisation you are calling. For further information on service charges, please refer to the “non-geographic (UK Calling) rates table” at www.italktelecom.co.uk. For further questions and answers please visit our website.