TalkTalk broadband user review
The following ratings from TalkTalk customers are taken from our annual home broadband survey. Customers were asked to rate their provider in each category; the score is the percentage of positive answers and the overall rating is the combined average score.
Customer care: 71.7%
Value for money: 66.2%
Would recommend?: 69.5%
Overall TalkTalk broadband customer rating: 70.2%
It wasn't a great outcome for TalkTalk in the 2020 survey as it was down the end of the rankings in nearly every category. Most concerning was its customer service score; this is historically a weak point for TalkTalk and this year it had the worst rating of all providers. TalkTalk continues to provide the cheap broadband deals it became famous for, but there's still lots of work to be done on its aftersales care.
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TalkTalk broadband - the Broadband Genie review
|We like||We don't like|
TalkTalk broadband value for money
TalkTalk broadband cheapest package vs BT, Plusnet, Sky, and Virgin Media
|TalkTalk Fast Broadband (11Mb)||BT Broadband (10Mb)||Plusnet Unlimited Broadband (10Mb)||Sky Broadband Essential (11Mb)||Virgin Media M50 (54Mb)|
TalkTalk broadband fastest package vs BT, Plusnet, Sky, and Virgin Media
|TalkTalk Superfast Fibre (67Mb)||BT Fibre 2 (67Mb)||Plusnet Fibre Extra Line Only (66Mb)||Sky Broadband Superfast (59Mb)||Virgin Media M350 (362Mb)|
Last checked 04/20. Prices displayed above are the initial contract cost for new customers; price may increase after renewal. Cheapest price is the lowest monthly cost regardless of speed, fastest price is the fastest service available on Broadband Genie for the lowest cost. Does not include TV bundles or special offers.
Value for money is where TalkTalk shines. TalkTalk broadband deals are among the cheapest you’ll find, and special offers with reward cards and vouchers are regularly available too.
TalkTalk also has a fixed price guarantee which means the cost of a package won’t increase in the middle of the contract.
TalkTalk broadband speed
TalkTalk average download speeds vs BT, Plusnet, Sky, and Virgin Media
|Fibre optic||36Mb / 67Mb||36Mb / 50Mb / 67Mb||36Mb / 66Mb||36Mb / 59Mb||54Mb / 108Mb / 213Mb / 362Mb / 518Mb|
TalkTalk upload speeds vs BT, Plusnet, Sky, and Virgin Media
|Fibre optic||9.5Mb / 19Mb||9.5Mb / 19.5Mb||9.5Mb / 19.5Mb||9.5Mb / 19Mb||3Mb / 6Mb / 12Mb / 21Mb|
TalkTalk offers fibre optic and ADSL broadband using the Openreach telephone network. That means advertised speeds are broadly in line with other providers (except Virgin Media, which operates its own network).
The average download and upload speed of its fastest fibre optic service is a little faster than some, but the difference is fairly minor. And as it is an average speed you could find the connection ends up being a little slower, or quicker, than advertised.
TalkTalk broadband features and extras
TalkTalk Super Router and Wi-Fi Hub
TalkTalk offers two different Wi-Fi routers. The Super Router is supplied with its ADSL broadband package, while fibre optic broadband customers receive the newer Wi-Fi Hub.
The Super Router is a few years old now, but it does support 802.11a/b/g/n/ac dual band Wi-Fi. This means it can provide fast connectivity for newer Wi-Fi devices, while still supporting older hardware. It also has four gigabit network ports for directly connecting computers and other devices, and a USB connection which can be used to share files over the network from a USB drive.
The Wi-Fi Hub is also dual band Wi-Fi router, but it has multiple antennae which deliver a much faster and more reliable wireless connection. However, unlike the Super Router it does not include a USB connection for file sharing, though you do still get four gigabit network ports.
TalkTalk home phone
The cheapest TalkTalk broadband offers usually cover broadband and phone line rental, but do not include phone calls. However TalkTalk does offer inclusive calling packages which can be added at any time for an additional monthly cost. And like broadband, TalkTalk home phone deals are competitively priced.
It keeps things simple for domestic calls by offering just one inclusive call package that provides free anytime calls to UK landlines and mobiles. That’s going to be all that most households need, but if you regularly call international there’s also a selection of international call packages which can provide discounted prices for an unlimited number of calls, or a bundle of inclusive minutes.
TalkTalk broadband review conclusion
Our TalkTalk broadband rating: 4 / 5
Broadband bargain hunters are going to be drawn to TalkTalk’s very low prices. Its triple play TV, broadband and phone deals are especially alluring. TalkTalk also promises not to increase prices mid-contract, so the cost will remain the same for up to 18 months. And all its broadband services are totally unlimited.
But TalkTalk does suffer from a poor reputation when it comes to customer service. It has made efforts to improve matters, but continues to be rated poorly in the Ofcom customer satisfaction report and our own broadband survey. TalkTalk has made changes, including the closure of a controversial Indian call centre, new online repair tools and the ability to avoid call waiting times by sending messages through the MyTalkTalk app, but this does remain an area of concern.
For deals, and more information about TalkTalk, check out our TalkTalk provider hub.
All Broadband Genie reviews
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