It can take between 2-3 weeks to activate your broadband package (please note this can take up to 4 weeks for FTTP). We will keep in touch throughout the process and you'll be contacted via email and text to notify you of your go-live date.
There will be no disruptions to your service, we will handle everything. You get the connection you need and we take care of the rest.
Average internet speeds will vary between properties and broadband packages. You can check your speed estimate by entering your postcode on our packages page.
Your router should arrive 1-2 days before your go-live date, in time for your broadband services to be activated.
In some cases it can take up until midnight for broadband services to activate, however, we would advise checking through the set up guide to make sure everything has been done properly. If there is still no connection the following morning please contact our customer care team.
Where possible we will endeavour to retain your existing number. You will need to ensure that our customer care team are aware that you wish to retain your existing number and provide us with this at the point of sale. If we do not obtain an existing landline number, a new one will automatically be issued for you. In some cases it is not possible to transfer numbers, we will provide service updates should your number not be transferable.
The quickest way to report a fault is by calling the customer care team on 03332104290 or using our live chat feature. We may ask you to complete some checks to diagnose the problem.
Equipment from a previous supplier should be removed when you transfer to italk as we will provide everything you need for your new connection. Most equipment can be unplugged easily or switched off. There may be some exceptions to this, so if you are unsure please call our customer care team on 0333 210 4290 and we will be happy to help with any questions or concerns.
When you join us, we’ll carry over your preference from your previous telecoms provider. If you wish to change your preferences, please get in touch with our customer care team on 03332104290.
WiFi speed can vary from one device to another. If you're having issues with WiFi strength or speed, ensure your router in a central location of your home and make sure you're using the fastest WiFi capability on your chosen devices. Household appliances such as baby monitors and microwave ovens can often cause interference and slow WiFi speed down. If an issue persists, get in touch with our customer care team who will be able to run through some more options with you.
Broadband speeds will vary depending on your chosen broadband package. Speeds can also vary depending on a number of factors,such as, the quality of your telephone line, location, weather conditions, network congestion at your local exchange and even the strength of your WiFi signal.
When you start your broadband service, change products or move house, we provide you with a download speed estimate in Megabits per second (Mbps). Under normal circumstances your broadband speeds should fall within this range, however, if your speed consistently falls below the minimum guaranteed speed (outside of the stabilisation period) you should contact us. We'll try to fix the issue and aim to get your speed above your original speed estimate range.
If you are looking for an additional feature to add to your line, please contact our customer care team who can talk you through your options
To ensure you get the best WiFi coverage in every corner of your home your router should be located in a central area away from any obstructions. Your router should be placed off the floor and away from electronic items or large metal surfaces as these can absorb and disrupt your signal. Other items such as mirrors or bodies of water i.e.fish tanks can also inhibit your WiFi signal. For more help, please contact our customer care team who will be happy to assist you further.
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