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  • Moving Home with TalkTalk

    • Moving house is a big job—and sorting out your broadband, phone, and TV services can feel like one more thing on the list. If you're a TalkTalk customer, the good news is that they’ve made it simple to take your services with you. This guide walks you through what to do before, during, and after your move to make sure everything goes smoothly.

      🏡Before You Move: Plan Ahead

      1.Tell TalkTalk You’re Moving

      Log in to your TalkTalk account or call the Home Move Team on 0345 172 0088. Provide your move-out date, new address, and new phone number if you have one. Aim to give at least 14 days’ notice.

      2.Check Service Availability

      TalkTalk will confirm whether broadband, phone, and TV services are available at your new home. If they can’t supply your area, they’ll explain your options—such as switching providers or cancelling without penalty.

      3.Choose Your Activation Date

      Once availability is confirmed, select an activation date that suits your moving schedule. You’ll receive confirmation by email or in your online account.

      📦Packing and Equipment

      4.Pack Your TalkTalk Kit

      Carefully unplug and pack your router, TV set-top box, power cables, and Ethernet leads. Label each cable if needed so you can identify them easily when setting up again.

      5.Don’t Cancel Your Account

      Using the Home Move service transfers your existing contract to the new address. Cancelling outright could incur early-exit fees if you’re still in your minimum term.

      🚚On Moving Day

      6.Keep Equipment Accessible

      Don’t rush to reconnect on arrival. Wait for your scheduled activation date before plugging in your router or TV box to avoid connection errors.

      7.Take Final Readings (If Applicable)

      If you use any legacy TalkTalk energy or smart-home services, record final readings or safely disconnect devices. Most broadband-only customers can skip this step.

      🏠After You Move

      8.Plug In and Set Up

      On your activation date, connect the router to the master phone socket and power it on. For TalkTalk TV, hook up the set-top box to both your TV and router, then follow the on-screen prompts.

      9.Test Your Services

      Run a broadband speed test, browse the web, and make a test call on your landline. If speeds seem lower than expected, consult TalkTalk’s online help or request a router swap.

      🔁Changing or Upgrading Services

      10.Review Your Package

      Moving is a good chance to see if you qualify for faster fibre speeds or special offers at your new address. Log into your account or chat with the Home Move Team.

      11.Compare Other Deals

      If TalkTalk isn’t available or you want a different package, check whether you’re still in contract and if fees apply. Compare alternatives at Uswitch or MoneySuperMarket.

      📞Key Contacts

      Purpose Contact Hours
      Home Move Team 0345 172 0088 or My Account Mon–Fri, 8 am–8 pm
      Technical Support TalkTalk Help Online 24/7
      Community Forum community.talktalk.co.uk Online
      Consumer Advice Citizens Advice Online

      ✅Summary Checklist

      Notify TalkTalk at least 14 days before moving

      Confirm service availability at your new address

      Choose your activation date

      Pack and label your router and TV box

      Use Home Move service rather than cancelling

      Wait for activation before reconnecting

      Test broadband speed and phone line

      Review or upgrade your package

      💡Final Thoughts

      Moving house doesn’t have to mean losing your broadband connection. With TalkTalk’s Home Move service, you can transfer your account, keep your phone number, and get back online quickly in your new home.

      For extra support, visit TalkTalk’s Moving Home Guide or join the TalkTalk Community Forum for advice from other customers.


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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • How do I track my order?

    • 📦

      Whether you’ve ordered a new broadband package, a Wi-Fi router, or a mobile device from TalkTalk, knowing how to track your order is key to staying informed and avoiding unnecessary delays. This guide walks you through the process in plain English, with clear steps and helpful tips to make sure you know exactly where your order stands.

      🧭Why Tracking Matters

      Confirm your delivery date and time
      Check if your item has been dispatched
      Spot any delays or issues early
      Prepare for installation or setup

      🔍What You’ll Need Before You Start

      Before you dive into tracking, make sure you have:

      Your TalkTalk account login details (username and password)
      Your order confirmation email (contains your tracking number)
      Access to the internet (via mobile or desktop)

      If you haven’t received a confirmation email within 24 hours of placing your order, check your spam folder or contact TalkTalk support.

      🛠️Step-by-Step: How to Track Your TalkTalk Order

      Option 1: Use the TalkTalk Order Tracker

      Go to the TalkTalk Order Tracker page.
      Log in with your TalkTalk username and password.
      Navigate to “Orders” or “Track My Order.”
      Enter your tracking number (if prompted).
      View your order status: received, dispatched, estimated delivery, and courier details.

      🧭Final Thoughts

      Tracking your TalkTalk order doesn’t need to be stressful. With these simple steps and tools, you can stay informed from checkout to delivery. If you get stuck, TalkTalk support and your UK consumer rights are there to help.

      Sources

      TalkTalk Order Tracker

    • View More: TalkTalk How do I track my order?
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • What is 'My BT?' Where's Your Account?

    • What Is My BT? Where’s Your Account?

      A simple guide for BT customers to find and use their My BT account.

      My BT is your personal online account with BT. Use it to view bills, manage broadband and mobile services, set parental controls, and get help — on the web or in the My BT app.

      What Is My BT

      My BT is a secure online account for BT customers that gathers your services in one place. From here you can check bills, track usage, manage products, and access BT extras such as antivirus and cloud backup.

      Check bills and payments — view current and past bills, set up direct debit, and track payments.
      Monitor usage — see broadband data and mobile usage to avoid surprises.
      Manage products — change broadband settings, upgrade packages, and manage TV and landline.
      Access extras — BT Virus Protect, BT Cloud, and BT Wi‑Fi are available from your account.

      Where’s Your Account

      Your BT account is available at the official My BT login page. You can also reach My BT via the BT homepage by choosing “My BT” in the site header.

      Log in (web)
      Visit the My BT login page and enter your BT ID (usually your email) and password to sign in.
      Sign up
      If you don’t have a BT ID, choose “Sign up” and use your account number and email to register.
      My BT app
      Download the My BT app for iOS or Android to manage your account on mobile.

      How to View Your Bill

      After signing in, open the Billing area to view your latest bill, past invoices, one-off charges, and payment history. You can download or print your bill as a PDF.

      Tip: Turn on billing email alerts so you know when a new bill is ready.

      How to Change Your Details

      To update email, phone number, or address, sign in, open Your details, change the information you need, and save. You can also change your password and security settings here.

      Manage Broadband, Mobile, TV, and Landline

      From the Your products area you can check speeds, restart your hub, update Wi‑Fi passwords, view mobile usage, upgrade plans, and manage TV subscriptions and landline options.

      Parental Controls and Security

      BT includes parental controls, time limits, and security tools like BT Virus Protect. These can be activated from the security or parental controls section inside My BT.

      Track Orders and Appointments

      Orders for new services and engineer visits are tracked through your account. Open Track your order to see delivery and appointment times and check status updates by email.

      Getting Help

      My BT provides in-account help including live chat, help articles, the BT Community forum, and contact details in the Help section of your account or on bt.com/help.

      Common Questions

      Forgot login details? Use “Forgot your login details?” on the login page to reset your password with your email or account number.
      Multiple BT IDs? Each BT account should have one BT ID; separate accounts require separate sign-ins.
      Is it secure? BT uses encryption and secure methods; enable two-step verification for extra protection.

      Sources

      Official BT pages: My BT login; About My BT.


    • View More: BT What is 'My BT?' Where's Your Account?
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  • 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 Anytime, Remote Record, Never 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
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • 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
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • 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.

       

       

      Protocol:

      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?
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    • 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)
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • Why does O2 need to manage traffic on the Access package for O2 Home Broadband?

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

    • Peer to peer is a way of sharing files with other people. Mostly music, video and games. Instead of downloading things from a website, you can download and share files by connecting directly to other people’s computers. If you’ve heard people talking about BitTorrent, Gnutella or KaZaA, they’re all examples of peer to peer.

       

      If you use peer to peer, make sure you don’t download or share anything that’s copyright protected or illegal. And try to do it at non-peak times like late night, for faster speeds.

       

      Newsgroups

       

      They're basically discussion groups about a particular topic. They're not news sites like BBC News or Sky News.

       

      These are some of the popular newsgroup services:

       

      NNTP 
      NNTPS 
      TAC_News 
      Audio_News 
      NTalk 
      NetNews 
      NAS 
      DDI 
      Giganews


    • View More: O2 What does ‘peer to peer’ (or P2P) mean?
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • 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?
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    • 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
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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