If you're considering changing service providers, then you’ll be pleased to know that we make the process simple.

When you switch your services to TalkTalk Business, you’ll need to consider a number of factors to make sure you’re choosing the right package for your business.

Below you’ll find some useful information to help you make the change

Choosing the right voice and connectivity package for your current and future needs

TalkTalk Business offers a broad range of connectivity solutions that can support the digital needs of businesses of any shape and size. But what’s the right package for you?

The first things to consider are your current usage habits and what they might be in the future. Businesses today are more reliant on the internet than ever, and as digital technology continues to advance, this reliance will increase.

You should consider:

• How many devices will you need to connect?

• What kind of applications do you regularly use?

• Do you have particular download/upload speed in mind?

• Do you need voice connectivity? Or do you just need data services?

The answers to these questions will vary from business to business, but it’s important to think carefully to make sure you’ve got the right connectivity to set your organisation up for success today and in the years to come.

Are you ready to switch providers?

Check if you are still within your minimum contract period with your current provider. You may be subject to early termination charges if you leave before your contract period has ended.

Understanding the impacts of switching

The bundle you have with your current provider may be different from the service or services you take from your new provider.

You may currently receive your bills and communications in an alternative format. You will need to let us know if you need similar services on your TalkTalk Business account so that we can set these services up for you.

Some services (e.g. static IPs) may not be transferrable across providers and we may need to set these up for you. Make sure to consider the impact on your operations if your business couldn’t have these specific services (either temporarily or permanently). If you’re not sure, please call our team to discuss further.

__Once you’ve made your choice __

When you’ve decided which type of connectivity you’d like, talk to our expert sales team. We can help you make your final selection to ensure you get the products and services that are right for your business.

Depending on the package you choose we’ll let you know if you can switch your existing line or you’ll need a new service.

Arranging an engineering appointment

If an engineer needs to install your service, we’ll give you a provisional engineering date and confirm this with you. If you find you need to reschedule later on, simply chat to us online or call us by 12 noon the day before the appointment and we’ll arrange a new one for you.

If a new router is included in your plan, we will deliver it before installation. You’ll receive a text message or email from our couriers with a link so you can track its progress.

Installation processes and timings vary between services, but we’ll always confirm your engineer appointment by email and text message, so please keep an eye out for these.

In the run up to the installation, our engineers may survey your premises to find the best way to route your connection.

Installing your new service

On the installation day, we may need access to your business premises. In these cases, it’s important that the key decision maker for the site is present to meet the engineer, grant access to the site and agree the optimal installation location for the equipment. In a rented premise, your landlord will need to give their permission before the installation date.

You’ll need to make sure that there are spare electrical sockets available to power your new equipment (e.g. your router). The number of sockets required will vary depending on the services you have chosen. We’ll provide specific information about the relevant requirements when you’ve placed your order and we’re getting you onboard.

How long does it take to switch providers?

This depends on your existing connection and which provider you take your current connectivity from.

• Existing line: If you don’t need a new line, you’ll be ready to go within two weeks of placing the order. We’ll send you a new router in the post before your services are up and running.

• New line: An engineer visit is required if you need a new line installed. The length of time to make the switch will depend on what the engineer finds when they’ve visited your site. We will keep you updated throughout the process and make you aware of any complications should they arise.

Will I lose my service for any time?

This also varies depending on which services (and provider) you are moving from and to. We understand how important internet access is to your day-to-day business operations, so rest assured we will always keep any downtime to a minimum. We also try and support to keep changes out of hours where possible.

In the case of switches that don’t require a new line installation, it’s a seamless process with minimal downtime (generally no more than a few hours).

In the event of complications that could lead to potential delays, we will let you know via email. In these circumstances, we will also update you via email when we have resolved the issues.

Do I need to cancel my broadband with my current provider before switching?

If you’re with BT, EE, PlusNet or Sky for Broadband, and switching similar services you don’t need to contact your current provider as one of our agents will cancel your contract once you’ve placed your order with TalkTalk. If you currently have a Sky TV subscription that you wish to cancel you'll need to contact Sky directly.[RG1]

If you’re switching from Virgin Media cable, you’ll need to cancel your services directly with them. To help avoid loss of service, it’s best to tell Virgin Media of your confirmed TalkTalk Business activation date. This is so they can cancel their service as close to your new TalkTalk activation date as possible.

If you’re switching from Vodafone from the Cityfibre network (or any other provider who is not on the Openreach network), you’ll need to cancel your services directly with them. To help avoid loss of service, it’s best to tell Vodafone or the other provider of your confirmed TalkTalk activation date. This is so they can cancel their service as close to your new TalkTalk activation date as possible.

To ensure that there are no interruptions to your operations, you may wish to consider keeping your current service live before cancelling with your provider, where services are provided on a different network in case the installation date is delayed.

What if things go wrong, will I be entitled to compensation?

You may have the right to compensation if we fail to comply with our Switching or Number Porting requirements, when you transfer a service to or from TalkTalk Business. For example, if we don’t give you notice of a change or cancellation of a service or installation appointment at least 24 hours in advance of the original appointment time or if you have not agreed to changes to your appointment time slot on the day.

For further information, contact our customer service teams:

Small Business customers – 0800 083 3003

Enterprise customers – 0800 298 2883

If you’re considering leaving us

If you're switching your services to a different provider, you can place your new order directly with them and they should make us aware of the switch. However, we suggest that you always let us know if you're thinking of leaving so we can make sure your account is correctly closed.

Please note, however, if you are switching to Virgin or Vodafone on the Cityfibre network, you will need to contact us directly and let us know when you would like us to disconnect your TalkTalk Business service.

We’ll send you information about the impact of switching including any early termination charges which are payable when we receive your request to cancel your services.

We’ll explain how some of your services may be impacted. If you want guidance or additional information, just contact us on the numbers below:

Small Business customers – 03330 604 781

SME customers – 03301 626 805

Enterprise customers – 03330 605 320

Notice period

If you want to end a service or your agreement with us outside the minimum period you will have to contact us in writing or by phone to give 30 days' notice. For some services a longer notice period applies.

__Accessibility services __

When you leave TalkTalk Business to go to another provider, please note that any accessibility services (for instance priority fault repair, alternative format billing, powers of attorney, nominated user, etc) that we have provided will cease automatically and you will need to tell your new provider if you need any such services from them. We are not able to transfer any such services directly to them.