TalkTalk Telecom Limited,

Soapworks,
Ordsall Lane,
Salford, M5 3TT

TalkTalk Fibre 65 - Contract Information

Fibre 65 Base plan £23.95

Add-on product prices, i.e., Unlimited UK Calls or SuperSafe Online Security, are not itemised as part
of this Contract Information but are included in the total. If you have selected any add-ons, please
check your order confirmation email or My Account for more detail.
The monthly price for your broadband plan will increase in April each year by the rate of inflation (the
Consumer Price Index rate, published in January each year) plus 3.7%. For example, using the average CPI
value for the past 3 years of 5.5%, this would mean your monthly price would increase by no more than
£2.20.

Once your contract ends, the monthly price for your Fibre 65 broadband plan will revert to £29.95 plus the
value of any increases applied during your contract at the rate of inflation (the Consumer Price Index rate,
published in January each year) plus 3.7%.
Please be aware any promotional discount applied may be time limited. Any selected add-ons or features can
be removed in My Account, after 1 month.
Please visit talktalk.co.uk/legal for more information

3. Delivery of service: Your bill will be paid by Direct Debit. We estimate that your service will go live with us
within 14 days of placing your order.
4. Duration, renewal and termination of contract: The minimum term of your contract is 12 months. Early
termination charges apply if you leave before the end of the minimum term. The early termination charge is
£10.20 for each remaining month of your minimum term. If you want to end a service or your agreement with
us outside of the minimum term, you will have to contact us in writing or by phone to give 30 days’ notice;
however, if you're transferring to another Telephone or Broadband Provider, we'll accept that you've given us
sufficient notice when we receive notice from them.
5. Security: We try to keep your data and communications secure; however, for reasons beyond our control,
these may be unlawfully intercepted. If they are, we'll investigate and advise on next steps.
6. Compensation: we will compensate you in certain circumstances if you experience a total loss of service,
delays to the start of your service for phone and broadband orders, if an engineer misses an appointment or if
we otherwise fail to meet our switching or number porting requirements. In some cases, this will be credited to
your account automatically. For more information, please see About your auto compensation credit - TalkTalk
Help & Support.
7. Switching information: You can find our guide about switching your services to TalkTalk here Joining
TalkTalk - TalkTalk Help & Support which provides information about things to consider and how the switching
process works.
8. Right to cancel: You may cancel your order by contacting us: (a) in the first 14 days after our acceptance of
your order; or (b) if you've ordered equipment, such as a set top box, a powerline adapter or a mobile device,
in the first 14 days after receipt of such equipment. If you do cancel, you must return any equipment provided
to you (such as a router) within 14 days of cancellation. If you don't return the equipment, you'll have to pay
the full equipment price, excluding any discounts you've received. If you subsequently return the equipment,
we'll refund any amount you've been charged for it.
9. Traffic management: Our services are provided to many customers and we owe them a duty as a whole to
preserve our network integrity and to avoid network degradation. Although we don't normally measure and
shape traffic, if we consider it necessary, we may, in limited circumstances, have to change the services, or
manage your use of, or access to, the services as we see fit. This may impact the quality of the services. Our
current traffic management policy is set out at www.talktalk.co.uk/traffic-management.
10. Broadband speeds: When you order the broadband, fibre or full fibre service, you'll receive a communication
from us that will include estimates of the following speeds that you can expect:
i. normally available download and upload speed;
ii. minimum guaranteed download speed
iii. minimum upload speed
iv. maximum upload and download speed
v. advertised upload and download speeds
If our estimates are below our minimum requirements, we won't be able to provide the broadband, fibre or full
fibre service to you. We'll try to ensure you get the estimated speeds; however, we can't guarantee this. It may
take up to two weeks from installation for your speeds to stabilise. If, after this period, you're regularly getting
significantly lower download speeds, please contact us so we can try to help improve your speed. If after 30
days following your reporting of the problem to us, your download speed still regularly falls below the minimum
guaranteed download speed, you may cancel the service without penalty.
11. Data protection: Personal data is any information that can identify a natural person. We may collect, use,
store and transfer different categories of personal data to enable us to deliver our services. This includes data
about your identity including first name, last name, title, date of birth and gender; your contact details; financial
data including your bank account details for a direct debit, payment card details, and your credit rating; data
relating to a transaction including details about payments to and from you, and the products and services that
you have purchased from us; technical data including IP address and your login data; data about your usage
or potential usage of our products and services, and your marketing and communications choices. For more
detail, please refer to our Privacy Policy at Privacy Policy | TalkTalk. If you ask us, we’ll exclude your details
from national directories and directory enquiry services.
12. Special numbers: Calls to numbers that start with 084, 087, 09, 118, 0844, 0845, 0870 are made up of two
charges: an Access Charge of 12.5 pence per minute; and a separate Service Charge charged by the
organisation you are calling. For up-to-date information on all pricing, please visit Our pricing - TalkTalk Help
& Support.
13. Accessibility: We have a number of different services to support customers with accessibility requirements
which may also be helpful for some vulnerable customers, that can be found within the Accessibility section on
our website. These services include alternative format, Priority Fault Repair, free 195 Directory Enquiries,
Next Generation Text Relay Service, Third Party Bill Management and mobile SMS access to emergency
organisations. For more information please visit TalkTalk Accessibility - TalkTalk Help & Support.
14. Complaints handling: We take all complaints very seriously and we'll do everything we can to fix the issue
you're unhappy with as quickly and effectively as possible. Our customer service advisors are trained to deal
with customer complaints and will do everything they can to resolve your issue. We'd recommend that you
raise your complaint via live chat, alternatively you can speak to us on 0345 172 0088. If we're unable to
resolve your complaint within the agreed timescales you can contact CISAS, an independent dispute