Posted: 28 March 2020

TalkTalk joins industry pledge to keep Britain connected during COVID-19 outbreak


  • TalkTalk makes a promise alongside other industry leaders to keep the country connected during these unprecedented times.
  • Top tips such as where to place your router and how to avoid interference will help consumers and businesses get the most out of their connectivity.
  • Urging customers to use landline or wifi calling instead of mobile networks to optimise connection for all.

TalkTalk has today signed a joint-industry letter to the nation making a firm commitment to do all it can, alongside the whole sector, to keep the country connected during the coronavirus outbreak.  

The letter, published in most national newspapers*, outlines the steps being taken to ensure everyone can rely on their broadband and phones, whether it’s for work, play or staying in touch with family and friends. While it’s a difficult time for many, here are some top tips to help all customers get the most out their internet:

  • Using the master socket - The router should be plugged into the master socket, not an extension socket. It's the white plastic square built into the wall and can usually be found in the hallway or near the front door. It's bigger than any other socket in the house.
  • Location, location, location - Ideally, a router should be upright when you’re using the Internet. It should be on a table or shelf – never on the floor or in a cupboard - and make sure it’s not blocked by any furniture.
  • Reduce signal interference - Electrical appliances like microwaves and cordless phones can disrupt Wi-Fi signals, so it’s best to keep the router away from them if possible. Staying close to the router when using Wi-Fi will also help.
  • Make the right call - Customers should consider using a fixed line to make calls or apps such as WhatsApp, FaceTime or Skype if using a mobile.

Tristia Harrison, Chief Executive of TalkTalk said: “With more and more people relying on home-based connectivity, there are simple things we can all do to keep the network running so that Britain can stay connected. Whether it’s using landline or WiFi calls instead of mobile, or keeping an eye on online help services, we can all do our bit.

“TalkTalk stands together with the whole of the industry to say thank you to our thousands of engineers and technicians working around the clock to keep Britain connected, and to thank you for your patience if there are any bumps along the way. Together we are doing all we can so that you can stay connected.”

Notes to Editors

About TalkTalk Group

TalkTalk is the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair connectivity should be available to everyone.

Since entering the market in the early 2000s, we have a proud history as an innovative challenger brand. Today, we provide landline, fibre, broadband, TV and mobile services to over four million customers. We operate Britain’s biggest unbundled broadband network, covering 96% of the population, supplying services to consumers through the TalkTalk brand, to businesses through TalkTalk Business, and by wholesaling to resellers.

* Advert placed in The Times, The Sun, Daily Telegraph, Guardian, Daily Star, i, Daily Mail

Helping the country stay connected

Together, our businesses provide telecoms services to the entire country.

In these unprecedented times we recognise that our connectivity has never been more vital as we connect public services, help people to work, learn, stay in touch with family and friends and be entertained.

We know the responsibility that rests on our shoulders. We’re confident that our networks are up to this important role, and we are working tirelessly to ensure that the UK remains connected.

But our networks can’t run themselves. It requires tens of thousands of people to work around the clock to fix problems, monitor performance and answer customer calls and queries. Without them, our services would grind to a halt.

So while we’re confident our systems are robust, we also ask for your understanding.

As usage increases in the coming weeks and months, it is likely to take a little longer for queries to be answered and issues to be resolved.  This doesn’t mean that we won’t fix problems or help our customers; it just means that it might take us a bit more time as we do everything we can to keep the UK connected.

To help you get the most out of your home and mobile connections, no matter who your provider is, we’d like to share some top tips to help you fix some of the most common issues:

  • Make sure your router isn’t hidden away or on the floor and is kept away from other electronics – these can interfere with WiFi signals
  • Restart your router if problems persist and regularly reconnect devices like your phone, tablet and laptop to WiFi
  • Consider making calls on your mobile over WiFi using popular apps such as WhatsApp, FaceTime, Skype and Facebook Messenger or use a fixed line
  • Try turning your phone off and on again to refresh your network connection or toggle your flight mode on and off
  • Check your provider’s website for specific tips and support (search: provider name + “help”). If you’re having mobile signal problems, check for any issues in your area using your provider’s online status checker or mobile app
  • Get further advice on maximising your broadband and mobile connections from Ofcom by  searching “Ofcom Stay Connected”

Please stay safe and at home whenever you can.  We will keep working together to keep you all connected and tackle whatever comes our way.