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Report & Repair

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Service Centre > Report & Repair

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  • Step 1

    Diagnose the problem

First, please select which service you are having problems with

Home Phone
Broadband
TV

If you’re having problems with your TalkTalk Mobile or Email account visit Mobile help or Email help.

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  • Step 2

    Resolve the problem Resolve Follow these simple steps to help resolve your issue Resolve     {{resolve.sequence.step}} of {{resolve.sequence.total}} steps

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Do you still need help?

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Great, glad we could help out…

Sorry that this didn't help…

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Other ways to improve your connection

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To carry on we need you to select the type of Master Socket you have
Before you start please confirm:
You must select both options before continuing

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Before you test please confirm:
You must select both options before continuing
You will need to do this even if you have another engineer appointment already booked with us.
Call us now to book an engineer
0870 444 1820 Recommended

Your speed results in detail

The expected speed to your home
{{syncMinDownloadSpeed|number:1}} - {{syncMaxDownloadSpeed|number:1}} Mbps
The actual speed to your home
{{syncDownloadSpeed|number:1}} Mbps
The current speed to your home
{{syncDownloadSpeed|number:1}} Mbps
The current speed to your home
{{syncDownloadSpeed|number:1}} Mbps
{{syncDownloadSpeed|number:1}}Mbps
{{syncUploadSpeed|number:1}}Mbps Upload

Your previous speed test result
{{syncDownloadSpeed|number:1}} Mbps
Your previous speed
{{downloadSpeed|number:1}} Mbps
Your previous speed
{{syncDownloadSpeed|number:1}} Mbps
Your new speed test result
{{newSyncDownloadSpeed|number:1}} Mbps
Your speed has improved but could be better.. The current speed to this device
{{downloadSpeed|number:1}} Mbps
The current speed to this device
{{downloadSpeed|number:1}} Mbps
The Current speed
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The Current speed
{{newSyncDownloadSpeed|number:1}} Mbps {{newDownloadSpeed|number:1}} Mbps

We recommend you check your Master Socket

The speed at your home isn't in the range we'd expect, but the issue could be inside or outside your home. To find out, we recommend you check your Master Socket.

We recommend you check your router position

The way you've positioned your router and any electrical interference nearby could be the cause of the problem.

What can I do now?

Wireless Device Theoretical Wi-fi card Speed Typical Wi-fi card Speed Expected Speed vs Speed to your home ({{syncDownloadSpeed|number:1}} Mbps)
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{{item.theoreticalSpeed}} {{item.typicalMinSpeed}}-{{item.typicalMaxSpeed}} Mbps
!

If the speed you're getting from your router is faster than your device can handle, this might be the issue. To improve your speed you would then need to upgrade the Wi-Fi card inside or use a different device.

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What can I do next?
What should I do if I want more information?

It's great that you've managed to improve your speed using the master socket test, but we understand that how your broadband is set up in your home may no longer be workable for you. So we now have three options for you:

Our guides can help you find out more

To find out more and maximize your Wi-Fi signal, we recommend our router set-up guide and help article on wireless range.

  • Use a different device with Wifi capability to run the Master Socket Test Recommended
  • I've turned Wifi on for this device, continue with the Master Socket Test
  • I'm prepared to have to move my wired device, continue the Master Socket Test

Leave your set up as it is now (leaving your router connected to your Master Socket is fine)

If you continue to experience a slow speed on a particular device we recommend that you come back to this speed checker again.

  • Run the speed test with just this device connected to see if another device is slowing me down Recommended

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Try again: Help Solutions

Oops...

There seems to be some problem with the speed test at the moment.We would suggest you try again or alternatively.You can view our help articles to get advice on how to fix problems with your internet speeds.

What can I do now?

Great, you have resolved the issue

You have told us your broadband is now working again, however should the issue recur, be sure to return to Service Centre to report the problem.

  • Step 3

    Report the problem

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Thank you for reporting your issue.

Your issue reference number is {{responseForm.ticketId}}. We will perform further tests on your line and update you via SMS. You can also check the progress of this issue at any time by going back to the Service Checker.

Sorry we haven't been able to sort things for you yet. Please give us a few details so we can look into this for you. We should be able to fix your fault within a day of getting your information..

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Thank you for logging in. Please provide your mobile number for text updates below.

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Your details

Important notice

Please to verify your details,alternatively confirm the account number below;

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We'll update you by text message - it's free, and you can opt out whenever you like.

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* Required information

  • Step 3

    We can still help

We are unable to report a new fault as there is already a new repair in progress

We are working hard to correct the problem but you can track the progress through the Service Centre.

Services affected:

 


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Diagnosing
Repairing

 


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View full issue

We are unable to report a new fault as there is already a new repair in progress

Sorry we haven't been able to solve your problem just yet. Please try the following:

If you need assistance regarding another problem, you can:

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Chat online with our support team


No need to pick up the phone - it's fast and free to chat to one of our expert agents right now.

Important notice

Sorry, all of our Live Chat agents are currently busy helping other customers. Please try our help site or Support Community

Let our community help


Ask a question. Get an answer! Our amazing community is online 24/7, making it the go-to place to get help fast.

Let our community help


Ask a question. Get an answer! Our amazing community is online 24/7, making it the go-to place to get help fast.

Let an engineer fix it for you

Our team of Bright Sparks are highly qualified engineers whose sole aim is to make sure you can get the best out of your connected home.

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Contact Us


Please make sure you have your account details to hand when you call.

Book your BrightSparks Engineer visit

Please complete this form to book your in-home visit. A £65 charge will be added to your next bill after the visit.

Please note that if an engineer is not able to come onto the premises for any reason within your control you will be charged £30 unless the appointment is re-arranged or cancelled before 2pm the working day prior to the engineer visit being due.

Amend your BrightSparks Engineer visit

Please complete this form to amend your in-home visit.

 

Select a time:  Please select an engineer appointment time slot

You will need someone to be at home for this appointment.

  • Step 3

    Report

Sorry you weren't able to resolve the problem. You can find the solutions to most problems by visiting our help site or Support Community, or if you prefer you can chat with one of our Tech Support Agents...

Let us fix it for you

Phone support  Call us now

Please make sure you have your account details to hand when you call.

The average wait time is 10 minutes.

Free from your TalkTalk landline: 0870 444 1820

Calling from your Mobile?

You may be charged a premium rate for this call depending on your mobile provider and call plan.To save money we recommend you dial 0203 441 5550.

Alternatively you can contact us here.