How to contact TalkTalk: Customer service, complaints and sales

Dan Howdle • December 18th, 2024

TalkTalk has a number of ways to reach out, whether you’re an existing customer or looking to start a new contract with the provider. Here’s what you need to know to get in touch with TalkTalk.

Contact TalkTalk

Getting in touch with TalkTalk is pretty straightforward and its central switchboard is your first port of call for most matters. There’s also TalkTalk Community, a forum which allows you to share issues that need resolving with other customers. TalkTalk’s support team monitors this forum to offer answers, so you may find your issue has already been resolved with another customer, with steps you can follow.

TalkTalk contact options

How do I contact TalkTalk's customer service

You can call TalkTalk’s main customer service switchboard on 0345 172 0088 – available seven days a week from 8am to 10pm. Alternatively, you can reach the same team on 0203 4415 550, which is the national rate number. On some landline plans, and most mobile packages, calls to 0345 numbers are charged the same as 01 and 02 UK standard numbers, but having the extra option is handy.

To get a new TalkTalk deal or join TalkTalk

You'd think TalkTalk would go our if its way to provide you with a number you can call to sign up as a new customer, but instead it deems to keep it pretty well hidden. If you want a new TalkTalk broadband deal you can call us on 0330 221 8482. Our lines are open 8am to 8pm seven days a week.

TalkTalk customer service via Live Chat

For those who prefer not to phone, TalkTalk’s website also offers customer support through Live Chat. This option appears on the bottom right of TalkTalk’s homepage, though you may also get a pop-up in the middle of the screen if you are idle. At first, you’ll be given options from the virtual assistant ‘BOT’, before being transferred to a live customer service agent based on the nature of your request.

Live chat hours vary across TalkTalk’s departments, which include technical support, mobile support, and dedicated Full Fibre support, amongst others. General customer service is available from 9am, and open until 9pm Monday to Friday, until 7pm on Saturdays, and until 6pm on Sundays.

TalkTalk on social media

TalkTalk’s social media is a good place to get in touch if you have questions or concerns, or need a speedy response to your query. TalkTalk’s Twitter @talktalk is staffed 8am to 10pm, seven days a week, and has direct messaging enabled so you can message privately. Its support team is also active on Facebook. You can either post on the Community wall, or message the provider directly.

How to complain to TalkTalk

If you have a complaint, TalkTalk invites you to call its customer service team on 0345 172 0088. This line is available seven days a week from 8am to 10pm. There is a dedicated live chat option for complaints, if you would prefer this approach for raising your issue

You can also email your complaint to concerns@talktalkplc.com, or you can submit your complaint in writing, via post. TalkTalk aims to respond to complaints within 10 working days. For complaints made online or by phone, TalkTalk will advise on how long it expects it will take to offer a resolution.

If your complaint is more urgent, or if one of these approaches is proving unsuccessful, you can always take your complaint public with social media. Complaints made on Twitter or Facebook will often be dealt with quickly, as providers like TalkTalk don’t want to leave comments from angered customers unattended for too long. You will probably be invited to follow up your complaint with a direct message, but this may be the tactic you need for a quick fix.

How to escalate your complaint

If the response to your complaint is disappointing, you can request to speak to a manager at TalkTalk, who will aim to respond within three days. If the manager is unable to resolve your complaint to your satisfaction, you have one more option.

The Communications and Internet Services Adjudication Scheme, or CISAS, is an Ofcom-approved third party who can support your complaint if you choose to escalate beyond a TalkTalk manager. This approach to Alternative Dispute Resolution is available to you if it has been eight weeks since your initial complaint, or if the provider issues a deadlock letter, meaning it is unable to progress your complaint request any further.

You can reach out to CISAS by email at cisas@cedr.com, outlining your complaint and attaching any evidence you have to support your case, to assist CISAS’ investigation. You can also escalate your complaint by phone, calling CISAS on 0207 520 3814. If CISAS decides to rule in your favour, TalkTalk is bound to whatever resolution CISAS recommends.

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