Disconnection requests and leaving TalkTalk communication
On this page, you’ll find information about what happens once a cancellation or disconnection request has been received. You can also find guidance to help explore your options and provide information about the different cancellation types.
We really value you as a customer, and our team would be happy to talk through your options and any deals that may be available if you'd like to discuss them. We’re here to help and guide you through everything at your pace — there’s no pressure, just support whenever you need it.
If you’d like to speak to us, you can chat or call us on the dedicated number at the bottom of the page. We’ll clearly explain your options and make sure you understand what happens next.
When we're notified that there is a disconnection request on your account, we'll get in touch with you to let you know we've received this request. Disconnection or cancellation requests can be made by you or by your new provider on your behalf.
You'll receive an email and a letter from us, but we may also try and reach you by phone or text message so we can walk you through your options, discuss any charges and explain how you can return your TalkTalk equipment.
Depending on the terms of your contract, you may have to pay an early termination charge if you leave us before your contract end date, but our Loyalty team will be happy to discuss your options with you.
Cancellation requests can be made by you or by your new provider on your behalf. If you don’t want to leave TalkTalk but have received communication about it, please contact us urgently so we can help you.
If you're moving to a new provider the disconnection request can be made through One Touch Switching. This is a gaining provider led service (the provider you're moving to) aimed at making switching broadband providers quicker and easier for customers, whether you're joining or leaving us. If you've got any questions about switching to a new provider, we'll provide some answers below.
Important One Touch Switching is not always used when moving providers so you can contact us or your new provider to check what has been arranged.
The Implications of Switching is a document you receive at the point of matching. This is when we’ve identified you and confirmed the services you currently have with your existing provider.
The document explains:
- The services you currently receive
- Which services you would lose if you decide to move to a new provider
- Any early termination charges you may need to pay
Contact Us
We’d love you to stay, and our team are happy to talk through your options. If you’ve decided to leave, there’s some important information we can help explain first.
Our team is on hand to answer any questions you may have and will make sure your request is handled smoothly. You can contact us using the live chat option on this page or if you prefer to speak to us, you can call us on 0345 172 0065.