Welcome
to TalkTalk
and free broadband
This is what’s inside
03 Free. Everyone’s favourite word
10
It won’t be long until you’re on super-fast broadband
04 Talk more for less
11
It’s easy to install TalkTalk broadband when you ‘go live’
05 Keep your Big Telephone company Calling Features
12
You’ll feel safer with the best in online security – free for 90 days
06 Your broadband connection – super-fast and always-on
13
How to start your free online security trial / Score points with Nectar
08 Your bills will be cheaper, and you can take care of
everything online
14
Some frequently asked questions about our service
17
Important information (and some technical stuff)
09 Other phone companies don’t like it when you get together
with TalkTalk
18
Useful information
What happens next? (Well, after you’ve read this booklet.)
1. We’ll send you out a pack in the post which will tell you everything you need to know
– including your ‘go live’ dates.
2. Your landline calls and line rental will switch over to TalkTalk within approximately
10 working days.
3. You’ll receive your broadband welcome letter with password and username and
then a pack with everything you need to get yourself connected.
4. On your broadband ‘go live’ date, plug yourself in and get set up – for super-fast
broadband. Woo hoo!
There’s no need to call us. We’ll keep you updated every step of the way
– and we’ll let you know straight away if anything changes.
02 talktalk.co.uk
Free. Everyone’s
favourite word
Welcome to TalkTalk, the home phone company from The Carphone Warehouse.
It’s easier than you think to start saving.
On our Talk3 call plan you get an unlimited number of inclusive calls
to local and national numbers1 and free broadband2.
On our fantastic Talk3 International call plan, you get everything you receive
on Talk3, including up to 8 Meg5 broadband at no extra4 charge PLUS an unlimited
number of inclusive landline calls to 28 mainland countries worldwide3.
This booklet is full of handy information on the unique call and broadband plan
you have chosen*, so it’s definitely worth holding on to.
Please note that the numbered footnotes referred to in some sections of this document can be found
in the back section of this booklet.
* If you have taken a call plan together with line rental and broadband, a minimum contract term
of 18 months applies.
talktalk.co.uk 03
Talk more for less
With our Talk3 call plan you can enjoy unlimited and inclusive local and national
calls to all UK landlines1. Just pick up the phone, any time of the day or night for:
• An unlimited number of inclusive local and national landline calls1
• Savings on calling mobile and international numbers
You just pay your line rental (which is the same as BT) and one fixed monthly fee.
Our new little bundle of joy – Talk3 International
And now, with our Talk3 International call plan, as well as everything in Talk3 you also
get access to our 18418 prefix* that when dialled before an international number, gives
you an unlimited number of inclusive international landline calls to all of the 28 mainland
countries below 3.
EU
Austria
Belgium
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden
The Netherlands
NON EU
Australia
Canada
New Zealand
United States
* Don’t forget to dial the international number immediately after the 18418 prefix because if you leave a delay the call will time out.
04 talktalk.co.uk
Keep your Big Telephone
company Calling Features
We’ve worked hard to make sure that our TalkTalk Calling Features
are much the same as BT’s. In fact, your line rental already
includes free voicemail – you just need to call us once you
are live on 0870 444 1820† to opt-in if you haven’t already.
You can choose to carry across services like Call Waiting, Call
Divert and 1471 (they’ll ‘go live’ when your service does). Simply
call 0870 444 1820† once you ‘go live’, or visit talktalk.co.uk
No need to break up your Calling Circle
Your Calling Circle* gives you cheaper calls to the numbers you
phone most. Just choose up to 16 numbers in any combination
of the following:
Up to 6 international numbers
10% discount
Up to 11 UK mobile numbers
10% discount
One 0845 number
33% discount
+ Your ‘Prime Number’ (any
number from your Calling Circle)
Further 10% discount
* Minimum call charge of 5.25p applies. See talktalk.co.uk
talktalk.co.uk 05
Your broadband connection
– super-fast and always-on
TalkTalk broadband doesn’t just save you money, it’s also brilliant. Look at all the incredible
things it includes:
Get up to speed
• It’s always-on, allowing you to use your phone and the internet at the same time.
• The speed is up to a dizzying 8 Meg5, almost 150 times faster than dial-up (a bit like
swapping your mountain bike for a formula one racing car). For more powerful online
gaming, sending and receiving large documents quickly, and listening to online radio.
• You get a massive 40GB6 monthly usage allowance for combined uploads and downloads,
more than enough for 1,000 tunes and 100 one-hour TV episodes7 each month – with loads
left over for all the blogging, surfing and googling you do each day.
06 talktalk.co.uk
Get extras
• It comes with 15MB of web space, so you can even build your own website.
• We give you 5 email addresses – enough for all the family.
• Check and manage your bill online – quickly, easily, and free of charge.
• Enjoy 90 days’ free TalkTalk Online Security software.
• We also recommend you choose our TalkTalk modem ADSL 2/2+ for only £29.99,
ensuring you always enjoy super-fast downloads. If you haven’t already chosen our
TalkTalk modem, simply call us on 0870 444 1820† and add it to your TalkTalk order.
Get a helping hand
• It’s easy to set up yourself – you don’t need an engineer, just your TalkTalk Connect
& Go Installation CD.
• Then you can download your free TalkTalk Assist & Go software – it solves technical
and connection problems and keeps your broadband up and running.
• Get technical support and easy-to-follow advice and hints at talktalk.co.uk
– with customer service also available.
And best of all, your bill won’t ever be more than you expect.
Your bills will be cheaper, and you can
take care of everything online
With TalkTalk you get the complete offer – a single point of contact for phone
and broadband. Your monthly bills are itemised to show your line rental, call
plan subscription, Calling Circle, Calling Features and any chargeable calls1.
Calls and line rental bill
With online billing you can:
• Track the progress of your
broadband order and check
if your service has ‘gone live’ yet.
Calls are billed by the second, not the minute – meaning our charges are fairer
and cheaper. The billing period starts on your ‘go live’ date. Call charges, including
the price of your call plan with line rental, will be deducted from your account by
Direct Debit 14 days after the date of billing.
• Manage your Calling Circle online.
Your broadband bill
• View your bills.
If you purchase our recommended TalkTalk modem with either of our Talk3 or Talk3
International call plans, you’ll notice a £29.99 charge on your bill, which is payment
for the modem. Other than that there will be no charge for your broadband.
• Check your bill to see how
Online billing is easy, convenient – and saves you money
It only takes a moment to register for online billing at talktalk.co.uk/myaccount
(if you’ve forgotten your password, we’ll give you some hints to remember it). It’s quick,
easy and saves you money. After 3 months, we’ll charge £1 per month to print and send
you a paper bill.
08 talktalk.co.uk
• Find out how to sign up family
and friends.
many Nectar points you have
collected with TalkTalk (you can
also do this at nectar.com).
Other phone companies don’t like it when
you get together with TalkTalk
Don’t worry, we’ll break it to your current phone company that you’re leaving. As you’d expect,
they won’t be too happy about it. So if they happen to call you to question our low prices, here
are a few answers we’ve prepared.
Big Telephone company:
Our reply:
‘The unlimited number of inclusive
calls are just a gimmick’.
“That’s not true. Your unlimited number of local and national1 landline calls
will be included, for as long as you remain a Talk3 or Talk3 International
customer. And that’s a promise.”
‘You can’t make comparisons between
our services and BT together Options’.
“Yes you can. We’ve worked hard to provide services that reflect BT’s.
You can compare them easily and you’ll find that we’re cheaper.”
‘The free broadband offer is just a
marketing ploy, you’ll be charged
extra elsewhere to compensate’.
“No, it’s not. We’ve built out own network, and it means we are now able
to give you free broadband2 when you join Talk3, in return for getting your
calls from us. Simple as that.”
talktalk.co.uk 09
It won’t be long until you’re
on super-fast broadband
We know. You can’t wait another second
for your high-speed connection. However,
without boring you with all the technical
details, it’s not quite as easy as flicking
a big switch (we wish).
Your calls and line rental will be transferred
to us after approximately 10 working days,
and your broadband will be live as soon as
possible after that.
10 talktalk.co.uk
We have lots of demand for our unique
broadband offer. So please be patient.
But rest assured, we’ll get you hooked
up as soon as we possibly can.
To find out when your broadband will
‘go live’, there’s no need to call us.
Just go to talktalk.co.uk/goinglive
and enter the order number we’ve
given you.
It’s easy to install TalkTalk
broadband when you ‘go live’
You don’t need an engineer to help you get up and running. To start enjoying broadband
with TalkTalk, we’ll send you everything you need.
First you will receive your password and username (make sure you keep these in a safe place).
Then you will just need the contents of your pack (when you receive this you’ll know you’re
very close to getting high-speed broadband). It contains:
Standard Pack (Free of charge)
• The TalkTalk Connect & Go
Installation CD, an easy to follow,
step-by-step guide to setting
everything up, including your email
accounts and internet security
• Free TalkTalk Assist & Go software
to help solve technical or connection
problems and keep your broadband
running smoothly
Modem Pack (£29.99)
• The TalkTalk Connect & Go
Installation CD
• Free TalkTalk Assist & Go
software
• TalkTalk Modem and USB cable
• Ethernet Cable
• ADSL Filter
• Power Adaptor
• Split plug
• Telephone line cord
Is your computer ready for broadband?
TalkTalk broadband will work on either a PC or Mac. The minimum you will need for a PC
is a Pentium 200Mhz processor with 128Mb memory and Windows 2000 or above; For Macs,
you need a PowerPC with at least OS 9.0 and 128Mb memory. Have a check to make sure
you’re good to go.
talktalk.co.uk 11
You’ll feel safer with our best in
online security – free for 90 days
Viruses, trojans, worms… these days you
really do wonder what’s going to try and chew
up your important files next. So it’s vitally
important that you protect yourself properly
with a good firewall and anti-virus software.
TalkTalk Online Security is provided by
F-Secure, one of the world’s leading online
security companies. This state-of-the-art
software is a proven way to secure your
computer and personal information against
viruses and malicious code. And we’d like
you to try it, free for 90 days.
With two levels of cover to choose from,
there is no better way to protect yourself
from the latest computer scare.
12 talktalk.co.uk
TalkTalk Online Security
• Virus protection with automatic updates sent within hours of a new virus
being detected
• Enhanced firewall protection to protect your ‘always-on’ connection
• Anti-spyware protects your computer from unwanted software that
bombards you with advertising or collects personal information about you.
TalkTalk Online Security – Premium edition
Everything you get with Online Security, plus:
• Advanced SPAM filter to detect and block unwanted emails
• Parental controls to prevent children from accessing inappropriate content.
How to start your free online security trial
If you’re a PC user, simply follow the
instructions on your TalkTalk Connect &
Go Installation CD to install TalkTalk Online
Security and begin your free 90 day trial.
Then, when that period is up, you can choose
to carry on with the edition of your choice
for a competitive monthly fee.
There is no purchase obligation. Whether
you continue with the policy at the end
of your trial period is entirely up to you.
However we want you to be safe, so if
you don’t choose us to provide your
security you must ensure you make
other arrangements for a firewall and
anti-virus software.
Score points with Nectar
With TalkTalk you don’t just pay less
for calls, you also get 2 Nectar points
per £18 on your bill (including extras
like TalkTalk Online Security).
Rewards include money off meals, free
entry to theme parks, free flights, cinema
tickets, DVDs, videos and much more.
If you already have a Nectar card, call
us on 0800 049 2999 to register your
card and collect points.
No Nectar card? You really should pick
one up next time you’re passing a
Carphone Warehouse. You can also apply
for one – and find out more – by going to
nectar.com or calling 0870 4100 100.
talktalk.co.uk 13
Some frequently asked questions
about our service
Q. What happens next?
A. As soon as your order is processed,
we’ll send you a welcome pack and letter
containing your calls and line rental ‘go live’
date as well as your expected broadband
‘go live’ date.
Calls and line rental.
Your calls and line rental will ‘go live’ first within
approximately 10 working days – so you can
start enjoying unlimited, inclusive calls.
Broadband.
On or around your connection date you’ll
receive a broadband pack containing
everything you need to get online. See page
11 for more information.
General
Q. Is there a disconnection charge?
A. You can cancel your order before you
‘go live’ on TalkTalk calls and line rental without
any penalty. However once your calls and line
rental have started there may be a
14 talktalk.co.uk
disconnection charge if you leave any element
of the service before the end of the 18 month
service. Visit talktalk.co.uk for details.
Q. I pay my BT line rental quarterly in
advance. Does that mean I’m entitled to
a refund? Or will I be charged for ending
my contract?
A. Possibly. It’s worth checking when you
last paid your line rental, as you may be owed
a refund. BT will bill you for any outstanding
charges. You might incur a cancellation
charge on your account if you’re disconnecting
within a contract period. You should check with
your current provider to see if any penalties
might apply.
Q. How can I pay my bill?
A. To make it easy for you to pay your bill,
we’ll take a monthly payment from you using
the Direct Debit details that you gave to us
at the time of signing up. If your Direct Debit
payment fails, there will be a surcharge
if you pay by cash or cheque.
Q. Will my BT Calling Features
move over?
A. TalkTalk has most of the Calling Features
you’re used to – like call waiting or voicemail.
However, they won’t carry over automatically.
If you have not already chosen yours, you can
use the ‘pick and tick’ sheet in your welcome
pack (that we will send you in the post) to let
us know what you would like your Calling
Features to be or call us on 0870 087 6627.
You can even bundle them up and take
advantage of our cheaper Calling Feature
package prices.
Q. What happens with BT when
I switch over?
A. We do everything for you. All you need
to do is sit back and look forward to cheaper
phone bills and super-fast broadband.
Q. Are 0845 and 0870 calls excluded
from my package?
A. You can include one 0845 number in your
Calling Circle and get a 33% discount on our
standard rates for those calls. All other 0845,
0840 and 0870 numbers are excluded.
Q. What happens if something goes
wrong with my line?
A. Just call us on 0870 444 1820† and
we will get it fixed for you.
Q. What if I move, or change
my number?
A. We will arrange things – just let us know
on 0870 444 1820†
Q. Can I earn Nectar points with TalkTalk?
A. Yes. You can earn 2 Nectar points per £18
on your TalkTalk bill. Just call 0800 049 2999
or go to nectar.com to register your Nectar
card with TalkTalk.
Q. Are the prices of your other calls
going to be raised to pay for the
unlimited and inclusive ones?
A. No. In fact, we’re so confident that your
phone bill will always be cheaper with us
than BT, we’ll give you £1,000** if it’s not.
Q. What about call barring?
A. TalkTalk offers a barring service for free.
You can choose to bar international and
premium numbers on your line. All you need
to do is contact us and we’ll arrange it for you.
Remember, some international numbers are
barred. Please call us on 0870 444 1820†
and we’ll lift the bar for you.
For more information visit
talktalk.co.uk/landlinefaq
Your broadband
Q. What do I need to get connected
to broadband?
A. All you need is a phone line that’s not
provided by a cable company (e.g. NTL
or Telewest). A computer that meets the
minimum requirements (for full details go
to talktalk.co.uk). And the ability to pay
us by Direct Debit.
Q. Why should I take a recommended
TalkTalk modem kit?
A. At TalkTalk we pride ourselves on
delivering you a reliable and professional
customer experience.
However, should you decide to use your own
modem and then encounter a problem, we
cannot guarantee our usual high level of
support. There are several reasons for this:
Our customer service agents can only offer
support for our recommended TalkTalk
modems. If you are using a different modem,
you will have to rely solely on the support
facilities of your modem manufacturer.
If you are not using a recommended TalkTalk
modem, our customer service agents will not
be able to perform remote diagnostic checks
on your modem, meaning they will not be able
to get to the root of your problem. The fault
may be with your modem itself. Our customer
service agents will have no way of diagnosing
this problem.
Q. Can I choose to take the recommended
TalkTalk modem after I have registered?
A. Yes, just call us on 0870 444 1820†
and one of our customer service agents
will arrange for one to be sent to you.
Q. I am on home highway. Can I get
TalkTalk broadband?
A. You can, but you’ll have to give up Home
Highway. You can’t have both services on the
same line. The same goes for ISDN.
Q. Will it be difficult to switch over
my calls and broadband service?
A. Not at all – you keep the same number
(except if you are a cable customer), and
the same line. We will keep you up to date
with things we need (like your MAC code)
and will give you everything you need to
get connected with TalkTalk Connect &
Go Installation CD.
Q Why do I need a MAC code?
A. If you are already with a broadband
provider (e.g. Virgin or Orange) you will
have to supply us with a MAC code, so
we can transfer you easily. We will let you
know when we need it and how to get it.
Q. What does ‘up to 8 Meg5’
actually mean?
A. 8 Meg5 is the download speed. However,
the speed actually depends on a number of
factors including:
• The length of your phone line – generally
the nearer you are to the exchange,
the faster your connection.
• The quality of your phone line – if it is
in good condition you will get a
stronger signal.
• The quality of the wiring in your home.
• The time of day – the internet has busy
periods, just like the rush-hour, so there
might be a slight reduction in speed, but
you’ll still have a fast, reliable, constant
connection. When you join TalkTalk,
at the time of connection we’ll give
you the fastest speed we can (subject
to availability).
16 talktalk.co.uk
Q. Does your broadband service work
on Apple Macs?
A. Yes. TalkTalk broadband works fine on both
PC’s and Apple Macs. To run your broadband
you will need a computer that supports OS 9
or higher (or OSX), a Pentium 200 MHZ
processor and at least 128 MB memory.
Q. Is my computer powerful enough
to cope with up to 8 Meg5 broadband?
A. Most of today’s home computers should
connect to broadband easily. Some older
models (over six years old) may have less
memory and less processing power than
required. We’ve listed the minimum
requirements in your Installation CD
(that you will receive before your broadband
is connected). It’s worth checking the
information booklet that came with your
computer to make sure you have the right
spec. For full details on requirements go
to talktalk.co.uk
Q. What is a ‘fair use policy’?
A. A very small number of customers use
file-sharing software or other applications,
which constantly send and receive video
and other very large files. This type of activity
uses a huge amount of bandwidth and can
significantly reduce the speed at which our
other customers can access the internet.
Our fair use policy restricts this activity in
peak hours to allow the majority of customers
to use their broadband connection for normal
residential usage i.e. surfing, email, online
gaming etc. This allows us to give you a high
quality service.
Q. What will happen if I exceed the 40GB6
monthly usage allowance?
A. Our 40GB monthly usage allowance is
massive, so it should easily be all you need.
But if you keep going over the limit we’ll try
to find ways to help you reduce your usage.
If you continue to exceed your allowance,
we may restrict your access and, if all else
fails we may disconnect you. But don’t worry
this really is the last resort and we’ll do
everything we can to stop this happening.
Visit talktalk.co.uk/broadbandfaq for more
information.
Important information
(and some technical stuff)
1. Unlimited number of inclusive local and
national landline calls
Applies to UK numbers starting 01 and 02
(excluding calls to numbers starting 084 and
087 and calls to Jersey and Guernsey). For
calls lasting more than 70 mins the excess will
be charged at our standard rate of 2.85ppmin
peak (6am – 6pm weekdays) and 0.9ppmin
off peak (6pm – 6am weekdays and midnight
Fri - midnight Sun). Redial after 69 minutes to
avoid further charges. Subject to paying line
rental to TalkTalk. Minimum term of 3 months
applies to line rental if transferring to TalkTalk
from another line rental service provider and
minimum term of 12 months line rental applies
for installation of a new line. If you take a
TalkTalk call plan together with line rental and
broadband a minimum contract term of
18 months applies.
2. Talk3 and Free Broadband
Broadband free for first 6 months, thereafter
no extra charge. Our broadband service will
be available to you for as long as you remain
a customer on our Talk3 call plan and take line
rental and we provide the broadband service
on our network. When you take calls,
broadband and line rental together there
is a minimum contract term of 18 months.
Disconnection charge may apply if you
terminate before the expiry of the contract
term. For full terms and conditions visit
talktalk.co.uk. Broadband available
as a separate service at £35 per month
for up to 8 Meg. Subject to availability in
your area. Alternative services are available.
Please visit talktalk.co.uk for further details.
3. Unlimited number of inclusive
international landline calls to 28
mainland countries worldwide
(on Talk3 International call plan)
Applies to standard price mainland local
and national landline numbers in the relevant
country and excludes any non-geographic,
premium rate (or equivalent) numbers in that
country. For calls lasting more than 70 minutes,
the excess will be charged at our standard
rates for that country – for more details visit
talktalk.co.uk Redial after 69 minutes to
avoid any further charges. You must dial the
prefix 18418 followed by the international
number you wish to call. For a full list of
countries visit talktalk.co.uk A one-off
£29.99 connection fee applies when you
join Talk 3 International without inclusive
broadband. Minimum term of 3 months
applies to line rental if transferring to TalkTalk
from another line rental service provider and
minimum term of 12 months line rental applies
for installation of a new line. If you take
a TalkTalk call plan together with line rental
and broadband a minimum contract term
of 18 months applies and a disconnection
charge may apply if you terminate before
the expiry of the contract term. Subject to
availability in your area.
6. An enormous 40GB monthly
usage allowance
4. Talk3 International and Broadband
at no extra charge
Combined upload and download.
Customer usage is subject to a fair use policy.
Visit talktalk.co.uk for details.
Our broadband service will be available
to you for as long as you remain a customer
on our Talk3 International call plan and take
line rental and we provide the broadband
service on our network. When you take calls,
broadband and line rental together there
is a minimum contract term of 18 months.
Disconnection charge may apply if you
terminate before the expiry of the contract
term. For full terms and conditions visit
talktalk.co.uk Broadband available as
a separate service at £35 per month for
up to 8 Meg. Subject to availability in your
area. Alternative services are available.
Please visit talktalk.co.uk for further details.
5. Up to 8 Meg Broadband
Subject to availability in your area. At
connection time we will give you our highest
available speed – 8 Meg refers to your
download speed. Available from July 2006.
Speed depends on your proximity to your
local BT exchange. Minimum contract term
18 months. Disconnection charge may apply
if you terminate before the expiry of the
contract term. Fair usage policy and other
terms and conditions apply. For more details
visit talktalk.co.uk
7. Content Download
Assuming music tracks average 5Mb each
and 1 hour TV MPEG-4 compression
averages 300Mb.
8. Nectar.
Offer for fixed line telephony and broadband
internet services only. Nectar points appear
on your second TalkTalk bill. Simply call 0800
049 2999 to register your Nectar card
number with TalkTalk.
** The challenge applies to international calls,
mobile calls, local/national calls starting 01
and 02 only (excluding calls to numbers
starting 084 and 087 and calls to Jersey
and Guernsey) and line rental. A £5 per
month minimum call spend applies to
any £1,000 challenge claim. Terms and
conditions apply - please see talktalk.co.uk
for details.
†
Please note calls are free from a registered
TalkTalk landline number. Call charges from
other providers may vary. Calls may be
monitored and/or recorded for training
and quality assurance.
Full terms and conditions available at
talktalk.co.uk/termsandconditions
talktalk.co.uk 17
Useful information
TalkTalk is the people’s phone company from The Carphone
Warehouse, and we have a code of practice. It will tell you:
• How to get in touch with us
• What our main services are
• How we advertise and promote our service
• How we recruit and train our sales staff
You can contact us in any of these ways:
Visit us online: talktalk.co.uk/contactus
For general customer support phone: 0870 444 1820†
Fax: 0870 087 8668
Opening hours:
Monday to Friday 8am – 8pm. Saturdays 9am – 6pm.
Sundays and Bank Holidays 10am – 5pm.
• How we contact our customers when we sell our services
Broadband technical support:
• How we agree contracts with our customers
• TalkTalk Assist & Go is a special program that comes free with
• How we process your order and what to do if you want to cancel
• How we bill you
• Where you can find out more about our prices
• How you report a fault on our service
• What to do if you want to complain
If you’d like a copy, visit talktalk.co.uk/code or call 0870 444 1820 †.
18 talktalk.co.uk
your TalkTalk Assist & Go installation CD. This will help keep your
broadband service up and running so you won’t need to call us.
• You can also find for free, loads of useful tips in the Help
& Support area of talktalk.co.uk
• You can call our technical broadband assistance number on
0871 226 7146. This service is charged at 10p/m.
Opening hours:
Monday to Sunday 8am – 10pm. Bank Holidays 10am – 5pm.
Summary Terms and Conditions for Telecommunication Services provided
by TalkTalk Telecom Limited. Important Notice: Please read this before
connecting to any TalkTalk Service.
IMPORTANT If you ordered any Service (as defined below) from
us either over the internet, by telephone, by mail order or by any other
distance selling method you may cancel the Contract (as defined below)
pursuant to the Consumer Protection (Distance Selling) Regulations 2000
(“Regulations”) at any time up to 7 working days either after receiving
these terms and conditions for any Service or if sooner up to but not
including, the date our supply of that Service to you commences (“Trial
Period”) provided that you notify us in writing of such cancellation within
the Trial Period and return any goods (for example a Modem or SIM Card)
we may have sent you to us, undamaged and in their original packaging,
(or if you ask us, in the prepaid returns envelope that we shall send you)
together with proof of purchase, by sending them special delivery to
TalkTalk Telecom Limited, PO Box 156, Birchwood, Warrington WA3 7WR.
You will be deemed to have received these terms and conditions 48 hours
after they (or a summary of them which sets out the main terms of your
Contract and also explains how you can obtain a copy of the full terms
that are ‘incorporated by reference’ into your Contract) are posted to you.
Please note that if you do not return all the goods you have received, we
shall be entitled to charge you for the costs we incur in collecting them
from you. This does not affect your statutory rights. Finally, please note
that if you have commenced using any Service after receiving these
terms and conditions, you will be deemed to have accepted these terms
and conditions and agree that you will also lose your statutory right of
cancellation under the Regulations. These terms are effective from
1st March 2006.
TalkTalk Telecom Ltd offers various telecommunications services as
follows: line rental (“LR”), voice calls (“Calls”), mobile airtime (“Mobile”)
and internet broadband (“Broadband”) (together the “Services”). Set
out below is a summary of the terms and conditions of the Services
and the full terms of your Contract are set out in the TalkTalk ‘Terms and
Conditions’ (the “Conditions”). Please take the time to read these which
can be obtained by: accessing our website at talktalk.co.uk visiting your
local Carphone Warehouse Store; or telephoning Customer Services on
0870 444 1820 between the hours of 8am and 8pm Monday - Friday,
9am and 6pm on Saturdays and 10am and 5pm on Sundays.
General – The words and phrases used in this summary have the same
meanings as in clause 1 of the Conditions. We may require you to provide
whatever proofs of your identity and address that we consider reasonably
necessary. In certain circumstances we may ask you to pay a deposit
before we connect you to any Service. Full details are given in clause
10.8 of the Conditions.
When you enter a Contract for our Service(s) it may have minimum term
and the relevant Minimum Periods (which are subject to the provisions of
paragraph iii. below) are as follows:
i. For any Customer who transfers their existing telephone line to our
LR Service, a Minimum Period of at least three (3) months from the
Commencement Date of such LR Service;
ii. For any Customer who enters a Contract for: either the Broadband
Service only; or for a new line (as opposed a transferred line described in
paragraph i. above) installed for the LR Service; the period of twelve (12)
months from the Commencement Date of any such Broadband Service
or from when this new line is active. In addition, if this Broadband Service
or new line is provided using LLU (the technology that allows us to use our
own equipment and own the connections for the local exchange, instead
of BT, so as to offer services to you) you may be subject to a longer
minimum period being at least eighteen (18) months from the relevant
Commencement Date);
iii. Notwithstanding the provisions of paragraphs i. and ii. above, if you
enter a Contract for (or upgrade an existing Contract to) certain products
that we offer, (which may include, without limitation, our ‘combined’
products i.e. any product under which you receive our LR Service and
our Call Service together with our Broadband Service), your Contract
will have a Minimum Period of eighteen (18) months starting from the
Commencement Date of your connection to the Call Service element of
that product. On connection to any Service you may also be charged
a fee. We will tell you if any of these provisions apply to you.
Once connected, you can terminate your Contract by giving us the period
of written notice relevant to the Service you wish to terminate. These
periods are set out in clause 11 of the Conditions. However, if you have
one of our ‘combined products’ referred to in paragraph iii above, and you
terminate any one element of that Service we will be entitled to terminate
the rest and you may be liable for all disconnection or other charges,
which arise as a result. In addition if you are an LR Services Customer
and elect to use another provider for some or all of your calls and so are
no longer a Call Service customer, we may at our sole discretion decide
to: (i) bar your use of the IDA codes, (ii) charge you a higher fee for your
use of the LR Service (iii) disconnect the LR Service or (iv) terminate the
other Service(s) you receive from us. If you move any Service to another
provider within a Minimum Period we may charge you an administration
fee of at least £50.
Inclusive Calls – If your Tariff Plan includes “Inclusive Calls” they are:
a. only available to residential Customers who make calls to Active
Customers in the UK and who use TalkTalk as their Call Service provider;
b. only available for voice (not ‘data’ or ‘internet’) calls and cannot be used
for calls made that do not start with 01 or 02; and
c. not provided for business purposes or any other use inconsistent with
normal residential usage.
Customers who use an indirect access service (whether under the
‘Talk Now’ brand or otherwise) or who receive their Services from any
third party operating under licence from TalkTalk are not able to make
or receive Eligible Calls and are therefore excluded from participating in
Inclusive Calls.
TalkTalk £1,000 Challenge – You may be eligible to participate in the
TalkTalk £1,000 Challenge the further details of which are set out in clause
4.9. However, certain customers are ineligible including without limitation
any Customer who receives their Services from any third party operating
under licence from TalkTalk.
Personal Information – We will use the personal information you give us
to help us manage your TalkTalk account efficiently. For example, we may
use your personal information to assist in handling any queries, sending
bills to you and sending you information on products and services which
may be of particular interest to you. Occasionally we need to pass
information about you to third parties or government agencies.
Full details are given in clause 12 of the Conditions.
Unless you ask us not to, we will send you marketing material relating to
TalkTalk products and services, those of The Carphone Warehouse Group
PLC and its subsidiary companies and of selected other third parties.
We may also pass information about you on to other reputable
organisations for sales and marketing purposes.
The Mobile Service –To access the Mobile Service you must also be
a customer of our Call Service and if your contract for the Call Service
terminates for whatever reason, the inclusive calls element of your
Contract for the Mobile Service will automatically cease. Your access to
the Mobile Service is dependant on your paying £10 per month per SIM
Card we issue to you. Customers of the Mobile Service may be eligible for
Inclusive Calls, please see clause 6.5 of the Conditions for further details.
TalkTalk Privacy - We may if you give us permission register you for
TalkTalk privacy using the Telephone Preference Service. Further details
are at clause 2.15 of the Conditions.
Code of Practice – TalkTalk has a Code of Practice for all Services.
If you would like to obtain a copy, just visit our website at
talktalk.co.uk/code or call us on 0870 444 1820.
Resolving Complaints or Disputes – If you have a complaint or query
regarding any aspect of the Services including your bill, please contact
our Customer Services team between the hours of 8.00am and 8.00pm,
weekdays and of 9.00am and 6.00pm on Saturdays (10.00am - 5.00pm
on Sundays) (except certain public holidays) by calling on 0840 444 1820
or by writing to us at TalkTalk Telecom Limited, PO BOX 156, Birchwood,
Warrington, WA3 7WR. Please include both your phone and customer
account numbers in any correspondence. If you are not happy with our
response you may refer your complaint to the Telecoms Ombudsman
at otelo.org.uk or on 0845 050 1614.
Other Important Matters – We shall be entitled to amend our Charges
and will notify you of any changes and any such notification may
include sending you notification in writing and making the amended list
of Charges available in Carphone Warehouse stores or on our website
at talktalk.co.uk If the Charges on your particular Tariff Plan are
decreased this will be reflected in your next bill, however, we will not
automatically migrate you onto any other lower Tariff we may launch for
any of our Services. Should we increase the Charges we shall provide
you with 30 days notice of such increase and the increase will take effect
from the end of that period. You may be entitled to terminate the relevant
Service if we increase the Charges. Further details of how a Contract
may be terminated are given in clause 11 of the Conditions. We may
terminate your Contract if you: provide incorrect information; fail
to pay your bills on time; or are in breach of the Conditions.
Our liability for direct loss is limited to a maximum of £5,000 per claim
or series of related claims and we shall have no liability for any indirect
or consequential loss.
Credit Check and Assessment
Your application for connection to any TalkTalk Service may be subject
to a credit assessment. We may search information held about you
by licensed credit reference agencies. If we regard the results of this
assessment as unsatisfactory, we will not be able to connect you.
Please ask us if you’d like to know the names of the credit reference
agencies concerned. All of them are entirely independent of us, so we
are not responsible for the accuracy of the information supplied. Each
of them will make a note of the search on the file they hold on you.
We may also make credit information we hold on our databases, including
details of how you have performed in meeting your obligations, available
to others who are carrying out credit assessments and for occasional
debit tracing and anti-fraud purposes.
Full details are given in clause 12.4 of the Conditions.
talktalk.co.uk 19
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