italk’s Code of Practice for Residential Customers
At italk, we are committed to meeting your telephone and broadband needs. This document outlines the services we offer, the support available to you, and how to contact us if you need assistance.
We want you to feel at home with us, which is why we’ve created this Code of Practice. It explains our commitments to you as a customer and ensures transparency in how we operate.
In line with Ofcom (the Office of Communications) regulations, all communication providers must offer a Code of Practice to their customers. Please note that this document is not part of your contract and does not affect your statutory rights.
If you need this Code of Practice in large print, please contact our Customer Care team at 0333 210 4290, and we’ll be happy to assist.
Everything you need to know about italk
Let’s get up to speed! At italk, our mission is to get the UK talking by offering broadband and line rental packages at great prices, with no hidden fees.
Whatever package you choose, you’ll enjoy premium service every time. Our UK-based Customer Care Team is always on hand to provide support and advice, whenever and wherever you need it.
We’re here to put an end to long hours spent on hold. With easy-to-reach experts available from setup onwards, you can count on us to save you time and make your life easier.
Looking to go green? So are we! All our packages offer a paperless option, allowing you to receive your bills electronically. Plus, if you move house, transferring your italk services is simple and hassle-free.
Next, you’ll find a list of what’s covered in this document. If there’s anything else you need, just give us a call on 0333 210 4290—we’re happy to help
What you’ll find in this document
How to contact italk
Have a question about your bill, feedback to share, or need assistance? Here’s how you can reach us:
We look forward to hearing from you!
Whether you prefer the occasional chat or spend your time surfing the web, we have a range of packages starting from just £25.99 to suit your telephone and broadband needs.
For more information, visit www.italktelecom.co.uk/packages or give us a call on our usual number, 0333 210 4290.
If your needs change or you’re considering adding international calls, we’re here to help.
Welcome to italk!
Congratulations on joining us – we’re thrilled to have you here! We know you’re eager to learn how smooth the transition from your current provider will be, so here’s a quick overview of what to expect.
At italk, we take our commitments to you seriously. We stay fully up-to-date with industry regulations so you’ll be happy to see that we are serious about our relationship with you. This guide will walk you through key areas like faults, billing, and moving house, so be sure to check those sections too.
Transitioning Your Services
Your telephone supply, including your number and directory settings (more on this in the Directory Enquiries section below), will be carried over from your existing provider behind the scenes – as if nothing has changed.
Your Welcome Pack will include the date we expect the changeover to occur, typically around 14 days after you place your order. While rare, unforeseen circumstances may cause delays, but we’ll keep you informed every step of the way.
A Few Things to Note
We’re here to make your transition as easy as possible – welcome aboard!
If you’ve signed up for one of our broadband deals, you’ll soon receive the equipment needed to get online. This includes:
No need to worry about delivery – your equipment will arrive at your door in time for activation. It’s designed to fit most letterboxes, so you don’t even need to be home. For many customers, it’s a simple swap between old and new equipment, with easy-to-follow instructions provided in the box.
If you encounter any issues, just give us a call on 0333 210 4290.
What is ‘Customer Apparatus’?
You may notice the term ‘customer apparatus’ in our paperwork. If our advisors are helping you diagnose a fault, they might ask about your apparatus. This term refers to any equipment you own or have connected to the Network Termination Equipment – the white socket in your property where you plug in your phone and broadband.
If you experience any faults on your line, please contact our Customer Care Team by calling 0333 210 4290* or emailing [email protected].
Our goal is to minimise disruption and inconvenience, so we aim to resolve issues remotely whenever possible. When you reach out, we’ll guide you through some troubleshooting steps over the phone, which may involve checking your apparatus. Rest assured, we’ll work with you to diagnose and resolve the issue quickly and efficiently.
If there’s a fault on the line outside your property that requires repair, we may need to involve Openreach. Openreach is part of the BT Group and is responsible for maintaining the majority of the UK’s telephone lines.
Under normal circumstances, and assuming there are no unforeseen issues, most repairs are completed within 2 to 5 working days, depending on the nature of the problem.
Most repairs are carried out between 8 am and 6 pm, Monday to Friday (excluding bank holidays). We’ll do our best to resolve the issue ourselves before arranging for an engineer. However, if the fault is related to your equipment, you may incur a charge for an engineer to visit your property.
If we haven’t been able to fix your phone within 3 working days of the issue being reported, we may be able to offer a daily credit for your line rental as compensation. If you believe this applies to you, please contact our Customer Care Team for more details.
If you call us and we’re unavailable, you will be asked to press please 2 in our phone menu. You’ll then be prompted to provide your name, your italk telephone number, an alternative contact number (such as a mobile), and a brief description of the issue. We’ll prioritise your case and aim to return your call as soon as possible.
Moving house can be stressful, with so many things to remember. Fortunately, arranging your italk telephone and broadband is simple. Just give us a call a minimum of 30 days (or more) before your move and provide the following details:
As long as we have the details in advance, we’ll do our best to ensure your services are up and running at your new home as close to your move-in date as possible.
Use the handy table below to see how your bill will arrive. It’s worth knowing that we can provide your bills free of charge by email, so give us a call if you want to switch to paperless.
|
What’s my package? |
What’s on the monthly bill? |
What’s on the quarterly bill? |
|
italk now and then |
Regular charges - your italk package cost* together with additional calling features, charges for paper billing (where applicable) and any calls. |
No quarterly bill – just the monthly ones. |
|
italk now and then with broadband |
Regular charges - your italk package cost* together with additional calling features, charges for paper billing (where applicable) and any calls. |
No quarterly bill – just the monthly ones. |
|
italk Gold |
Regular Charges - Charges for paper billing and any calls. |
Regular charges - your italk package cost* together with additional calling features, charges for paper billing (where applicable) and any calls. |
|
italk Connect with broadband |
Regular charges - your italk package cost* together with additional calling features, charges for paper billing (where applicable) and any calls. |
No quarterly bill – just the monthly ones. |
|
*this will consist of one or both line rental and/or broadband charges dependant on your chosen package |
||
Your bills will normally be paid automatically by Direct Debit, and this transaction will happen around 7 days after the invoice date. Please bear in mind that any other method of payment might incur a processing fee. A handy link to have is https://www.italktelecom.co.uk/rates as this will show you the costs of any calls made outside of your package, as well as any surcharges or processing fees. If any rates change, we will update this link.
Direct Debit Guarantee
This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
If there are any changes to the amount, date, or frequency of your Direct Debit, italk will notify you at least 7 working days in advance of your account being debited, or as otherwise agreed. If you request italk to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit, whether by italk or your bank/building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must repay it when italk requests it.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Premium-rate numbers are charged at a higher rate than standard calls and are not included in your regular package. Usually these numbers premium-rate numbers begin with 0871, 0873, or 090. Additionally, services like 0800 reverse and 118 directory services are also charged at higher rates.
By default, premium-rate numbers are barred when your service is set up. If you’d like this restriction lifted, simply give us a call to discuss your options.
These numbers are often used for the following purposes:
It is worth checking the number before you dial, as many companies offer alternative numbers that may not cost as much.
Further information regarding our rates and these services, can be found on our website https://www.italktelecom.co.uk/rates
If you don’t recognise a premium-rate number on your bill, you can check the following website: www.phonepayplus.org.uk. PhonepayPlus regulates premium-rate services and enforces a code of conduct that service providers must follow. Their number checker can help identify the company behind the number.
If you want to make a complaint about the call, or you are worried it is a scam, you will need to contact that company responsible before contacting PhonepayPlus.
You can contact PhonepayPlus via their website above, call them at 0300 30 300 20, or write to them at:
FREEPOST WC5468, London, SE1 2BR
When contacting them, try to have the following information ready:
Need Assistance?
If you’re having difficulty, we can help explain how PhonepayPlus works and may be able to provide details about the service provider you contacted. Please note that PhonepayPlus cannot award compensation or refunds.
We expect bills to be paid on time. If you know in advance that you won’t be able to pay a bill, please contact us at 0333 210 4290 as soon as possible.
If a Direct Debit payment fails, we will send you a letter to notify you of the unpaid bill and ask you to get in touch to arrange payment. We will also try to contact you by phone to discuss the matter. You can reach our Collections Team directly at 0845 468 1712 or call 0333 210 4290.
If the payment remains outstanding, we may need to temporarily suspend your outbound calls after your payment has failed. We will always provide 7 days’ notice before taking this action. Even with restricted lines, you will still have access to emergency services by dialling 112 or 999.
If a balance remains unpaid on your account, we may be forced to terminate your telephone service. However, we value your custom and will always send a disconnection notice at least 7 days before taking this action.
If your italk service is disconnected due to non-payment, the following may apply:
If you’re struggling with payments, please contact our Collections Team at 0845 468 1712, and we’ll be happy to discuss the options available to help you.
We reserve the right to perform credit checks for new customers. This involves sharing some of your information with a third-party credit reference agency. Rest assured, this process is carried out in full compliance with the Data Protection Act 1998.
If you are applying for a new service, adding extras to your package, or requesting a higher credit limit, we may need to conduct an additional credit check.
We want you to know that we adhere to strict rules governing the sales and marketing of our products. Ofcom has introduced a set of guidelines to ensure all communication companies follow high standards, protecting you as a consumer.
Our staff are fully trained to meet these expectations and provide advice to customers that is accurate and fair.
For more information on the General Condition C7 set by Ofcom, you can view the document on their website at:
https://www.ofcom.org.uk/__data/assets/pdf_file/0029/129197/General-Condition-C7-Switching.pdf
If you’d prefer a physical copy, we can send one by post. Simply call us at 0333 210 4290 or email [email protected] for assistance.
We’d be sorry to see you go, but if this is an error or you’ve changed your mind, please get in touch—we’re here to help.
Switchovers typically take around 14 days, depending on what your new provider has arranged with you. If you choose to switch providers after this period, you may need to pay a cancellation fee for ending your contract early.
For more details, our Customer Care Team is happy to assist. You can email them at [email protected] or call us at 0333 210 4290.
When you join us, we’ll carry over your preferences from your previous telecoms provider. If you’d like to make changes, here are the available options:
To update your preferences, please call our Customer Care Team after your account is activated. Amendments typically take around 3 days to process.
We fully comply with our obligations under the General Data Protection Regulation (GDPR). This means we only process information that is relevant for providing our services, and we keep it for no longer than required.
The information we may collect includes your name, date of birth, address, as well as records relevant to the service we provide, such as address changes, previous bills, and call history.
We want to assure you that you will always have access to emergency numbers 112 and 999, even if we restrict your calls for any reason. However, if there is a fault on your line that is outside of our control, we cannot guarantee these services will be available.
We will do everything within our power to resolve the issue as quickly as possible and provide guidance on how to safeguard yourself.
In case of an emergency, you can contact the police, ambulance, fire, or coastguard free of charge by dialling 999 or 112.
At italk, we want you to be completely satisfied with our service and hope we exceed your expectations. If you need assistance, please don’t hesitate to reach out to us.
We value your feedback and are committed to doing our best for you. If you have any questions or concerns, you can email us at [email protected], or ,contact us using our standard details.
For more information about our complaints process, please visit www.italktelecom.co.uk/customer-feedback, or call us and we’ll be happy to send you a copy.
https://www.italktelecom.co.uk/rates This page provides a list of costs or charges for international calls, as well as any other surcharges that may appear on your bill.
Last Updated 27th January 2025