Home / Product Selection / Internet / Customer Service

Sort by Solutions found 45, No of pages 1 2 3 4 5
  • Moving Home with TalkTalk

    • Taking your phone and broadband with you when you move couldn’t be easier and with our free Home Movers connection fee it couldn’t be better value either.

      It only takes one phone call - We make sure our friendly Home Movers Team are on hand to get you up and running as smoothly as possible and we aim to get you set up in just 2-3 weeks!*

      We also thought we’d help you out with our easy step-by-step guide to answer any questions you may have about moving home with TalkTalk.

      Step 1. Choose your new TalkTalk package

      One of our top tips is to make a list of your current package and the services you want in your new home before calling us, that way we can set up your home move as quickly as possible.

      Here’s a short checklist to help you out:

      • The full address and postcode of your new home
      • Your moving date
      • Your mobile or preferred contact number and email address – so we can keep you up to date
      • Details of your current package
      • The package you would like to have in your new home – you can chose TalkTalk Essentials orTalkTalk Plus
      • Any Boosts you require – please visit our Boosts Guide for a full list of boosts available.
      • Whether your new home already has a BT master socket and if you have a picture of what it looks like. If you are not sure, don’t worry – our Home Movers Team will be able to help you find this out

      Step 2. Let us know

      Try to contact us at least 14 days before your move so that we can transfer your services smoothly. We know this is not always possible so we will be able to tell you how long it will take to move your service when you contact us.

      You can contact our Home Movers Team by calling 0870 444 1820 free from your TalkTalk landline and selecting option 4 or you can fill in our Contact Us Form online.

      Moving your TalkTalk package to your new home is free and our Home Movers Team will talk you through any questions you have, including package options, price changes to your new contract and whether you need an engineer visit. They will also confirm the date your service will be switched on.

      Step 3. Let us do the rest

      Now you can sit back, relax and let us take care of the rest. We know moving home is a busy time, so we’ve made sure that:

      • You will be kept up to date by text or email
      • We aim to activate your phone and broadband within 2-3 weeks of your order*
      • We send you a Welcome Pack when you move with a guide to getting set up in your new home
      • We are always here to help – you can contact us by calling 0870 444 1820 free from your TalkTalk landline and selecting option 4

    • View More: TalkTalk Moving Home with TalkTalk
    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/2072
  • How do I track my order?

    • If you want to check if you have gone live or when you will go live, you can call our automated order tracker FREE on 0800 049 7971.

      It's really simple, all you need to do is:

      1. Dial 0800 049 7971
      2. Enter your home phone number using your phone keypad
      3. The order tracker will then let you know the progress of your order and give you the date that your TalkTalk service will go live (there's no queuing or waiting - it's very quick!)

    • View More: TalkTalk How do I track my order?
    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1635
  • What is 'My BT?' Where's Your Account?

    • "Your account" is changing to "My BT". My BT has everything you need online - you can view and download your bills 24/7, manage all your services, track your orders, get the latest offers and help - and much more.

      My Account

      Manage your bills and payments, set up or change Direct Debits, analyse your usage and get detailed copies of previous bills.

      My Services

      Upgrade your calls, broadband or TV package, learn about our latest offers, add-ons and updates.

      BT Life

      Learn how to get the most out of your BT products, find out what's new on BT Vision, enter competitions and more.


      Get in touch via email, chat to BT experts online and follow us on Twitter.


      Troubleshoot problems, find fixes and tips, download user guides and watch step-by-step video demos.


      Join discussions and share advice with other customers on the BTCare Community forums.

    • View More: BT What is 'My BT?' Where's Your Account?
    • View Answer at http://bt.custhelp.com/app/answers/detail/a_id/14155/c/761
  • How to Cancel or downgrade

    • If you wish to leave Sky, you will need to provide 31 days notice, please check your Terms and Conditions or speak to one of our advisors if you're not sure whether your minimum contract period has expired. Please call Sky Customer Services on 08442 410 266 (UK) or 0818 719 819 (Rep. of Ireland) as you are unable to complete this process online.


      If you don't want to leave Sky, but you're not happy with your current package, we may be able help you choose channels and services that are right for you and your budget. 

      If you're happy with your current TV subscription but want to see more of the programmes you love, see My Sky for personalised recommendations, Sky AnytimeRemote RecordNever Miss and more. 

      If you're not happy with your telephone or internet service, we can help you get more from these products and fix common problems. We can, for example, see if we can help you improve a slow wireless broadband connection and help you get the best speeds possible. For tips and fixes for common technical problems, visit our dedicated help sections for Sky Talk and Sky Broadband.

    • View More: Sky How to Cancel or downgrade
    • View Answer at http://www.sky.com/helpcentre/account-and-billing/change-your-subscription/cancel-or-downgrade/index.html
  • Sky Contact Details - I want to cancel

  • All about excessive usage

    • Standard, Premium and Pro packages.  You can download or upload as much as you like each month – within reason. Like most other broadband providers, we have a policy on fair use. The policy is there to stop people overloading the system. And slowing it down for everyone else. You won't have any problem downloading films and music or watching videos online. But if you download large files at peak times every day, we might ask you to cut down. And if you keep overdoing it, we could close your account.


      Access. There’s a monthly download limit of 20GB if you joined on or after 14th July 2010. If you joined before this date, there is no limit on monthly network usage. But if we feel that your activities are so excessive that other customers are detrimentally affected, we may give you a written warning (by email or otherwise). In extreme circumstances, if the levels of activity do not immediately decrease after the warning, we may terminate or suspend your Services.


      The Basics. If you’ve signed up to The Basics package, there’s a 20GB monthly usage allowance. If you use more than 20GB in any month, we’ll give you a written warning (by email or otherwise). In extreme circumstances, if the levels of activity don’t decrease in line with our instructions after the warning, we may terminate or suspend your Services.


      The All Rounder & The Works. You can download as much as you like up to a fair usage limit of around 100GB for the All Rounder or around 250GB for The Works. If you exceed these limits, or we feel that your activities are so excessive that other customers are detrimentally affected, we may give you a written warning (by email or otherwise). In extreme circumstances, if the levels of activity don’t immediately decrease in line with our instructions after the warning, we may terminate or suspend your Services.


      How do we measure your usage on The Basics, The All Rounder and The Works packages?


      We monitor your usage every billing month. You can get an indication of how much data you’ve downloaded (apart from our Access product) in your online account ato2.co.uk/MyBroadband. There are also hints and tips for keeping down usage that can be accessed from here, and on the help section of our Website.
      I've been told to use less broadband. What should I do? 
      Try to download and upload less. Here are some activities that use a lot of bandwidth:


      • Peer-to-peer software (like BitTorrent).
      • File sharing programs often run in the background without you knowing. So turn off the 'auto start' setting. And if yours lets you set a maximum download speed, choose 'low'.
      • BBC iPlayer: use the newest version – it uses less bandwidth.
      • What else is going on in your house? Is someone else overdoing it? Ask everyone to use a bit less.

      If you need further information on controlling your usage, go to:http://www.o2.co.uk/broadband/usage/

    • View More: O2 All about excessive usage
    • View Answer at http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=201,E=0000000003153675279,K=8216,Sxi=2,T=guruCase,VARSET_COBJID=24070,Problem=Obj(24070)
  • What are the technical details of your traffic management?

    • Our Access package:


      We optimise our Access network by traffic type. During the busiest times of day (typically the afternoon and evening) we shape Peer to Peer (P2P) traffic to a maximum throughput of 50kbps. This will limit P2P traffic during peak time and free up capacity on our links. 
      Additionally, to give priority to traffic that most customers just can't wait for we have applied a Quality of Service (QoS) queuing system to prioritise traffic. That means streaming traffic gets ahead of browsing which in turn gets ahead of P2P. This will be applied during peak times from 11am-1am.


      Our other packages, The Basics, The All Rounder and The Works: 


      On these packages, traffic management works optimising the speed based on certain activities only: video/ streaming and Peer to Peer (file sharing/ downloads). Basically, the higher the package, the higher the speed you should get on these activities. See the table below for more details. All other types of web use (including web browsing, email and numerous other ways of using the internet) are not traffic managed on these packages. 


      Of course all this depends on what line speed you get to start with. For example, if in the house where you live your line can only ever get 4 meg, then you won’t be able to benefit from the up to 8 meg speed streaming speed on The All Rounder. Since your overall line speed is lower than the ‘optimised’ speed for streaming on this package. 


      So when picking the package that’s right for you, it’s a good idea to consider not only how these packages are ‘optimised’ by speed, but what is the actual line speed you’re getting at home.




      Day Part

      The Basics

      The All Rounder

      The Works

      Streaming/ video  activities (eg iPlayer, youtube)

      All Times

      800 kbits/s (kb/s)

      8 Mbits/s (Mb/s)

      as fast as your line can support

      Peer to Peer activities (e.g. file downloads)

      Off peak:
      00.00-16.00 weekdays/ 00.00-12.00 weekends

      100 kbits/s (kb/s)

      250 kbits/s (kb/s)

      as fast as your line can support


      Peak/ Times of congestion: 
      16.00 - 00.00 weekdays/ 12.00-00.00 weekends

      50 kbits/s (kb/s)

      100 kbits/s (kb/s)

      250 kbits/s (kb/s)


      So what’s all this about kilobits and megabytes?


      When we talk about speed (or sometimes called ‘throughput’) of connection, the unit of measurement is called a ‘kilobits per second’. Kilobits per second (kbits/s) are what make up the larger unit of measurement, called a Megabits per second (Mbits/s; 1000kbits/s = 1Mbit/s).


      Let’s take an example on the larger unit of measurement, the Mbits/s, and what it means in the real world.


      Say you want to stream a video. For an ‘SD’ video you should get a decent streaming experience with an 800 kbits/s (equivalent to 0.8 Mbits/s) connection speed. But say you want to stream some HD content, you’ll generally need a bit more connection speed for a good experience. Something in the range of 3.7 Mbits/s (equivalent to 3700 kbits/s) to 6 Mbits/s (equivalent to 6000 kbits/s) is good for this.

    • View More: O2 What are the technical details of your traffic management?
    • View Answer at http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=201,E=0000000003153675279,K=8216,Sxi=2,T=guruCase,VARSET_COBJID=24070,Problem=Obj(24070)
  • Why does O2 need to manage traffic on the Access package for O2 Home Broadband?

  • What does ‘peer to peer’ (or P2P) mean?

  • Why does O2 manage traffic on The Basics, The All Rounder and The Works packages on home broadband?

    • We think it’s important that most people are able to do what it is they want to do online, as far as possible. That’s different for all us.


      But by managing different types of traffic across the network, in different ways by package, we’re trying to get to a balance between those people who just want to do a few more basic things on line (we have an ideal package for that, The Basics), or those wanting to a lot more in the way of video (The All Rounder) or those people who want do it all such as movies and online gaming (The Works).


      So each of these packages is more suited, because of how the traffic is managed, to these different needs.


      In managing traffic in this way, we also look to ensure a more balanced use of the network for all. Since just a few people using huge amounts of data can really affect the experience of everyone else using the network; who may just want to do something much more simple (like check their email, or browse a few websites).


      All this also helps create clearer choice for you. So you’re less likely to end up paying for either a really high-spec package when your online needs are more basic, or for a simpler package when you really would rather have (and are prepared to pay for) a package for more intensive web use.

    • View More: O2 Why does O2 manage traffic on The Basics, The All Rounder and The Works packages on home broadband?
    • View Answer at http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=113,E=0000000003153866114,K=8216,Sxi=1,LBOUND=11@11


1 2 3 4 5