TalkTalk customers issued key advice about internet and phone services after BT rescue deal

TalkTalk users are being reassured that their broadband and telephone services will run without interruption following a rescue buyout by BT.

Consumer experts advised subscribers to maintain existing direct debits and proceed with regular bill payments to prevent potential service disruptions or failed transactions.

Advisers further warned account holders to remain vigilant against potential scammers, recommending that individuals immediately disconnect and contact TalkTalk directly if approached out of the blue.

Allison Kirkby, chief executive of BT Group, confirmed that existing account holders will remain with the brand and "do not need to do anything differently".

Existing subscription rates and contractual terms will be fully honoured, allowing customers to access all features as standard, she noted.

The Department for Culture, Media and Sport, which helped pave the way for the sale, reiterated that operations will continue as normal throughout the acquisition, adding that subscribers will be informed directly if any changes arise.

Ernest Doku, communications spokesman at Uswitch, said: “BT has said TalkTalk will keep operating separately while regulators review the deal, so your broadband and landline carry on as normal, and there is nothing you need to do right now.”

He added: “BT should set out quickly and plainly what this means for contracts, prices and service in the future, so nobody is left guessing.

“In the meantime, keep paying as normal and leave your direct debit running, as missed payments could put your service at risk. Scammers thrive on moments like this, so if anyone contacts you out of the blue about the sale, hang up and get in touch with TalkTalk yourself through My Account on its website.

“If you or someone in your home relies on the landline or broadband for a care alarm or a medical reason, tell TalkTalk now so you’re registered for extra support such as priority fault repair. It’s still your provider for the time being, and it can only look after you properly if it knows who you are.

“If the new owner puts up your price beyond what was set out in your contract, or makes other significant changes to it, Ofcom’s rules mean you should be able to leave without an exit fee. For now, carry on as normal. If you’re out of contract, you’re free to look around as you always were, and it’s worth checking you’re still on the right deal.”

Alex Tofts, from Broadband Genie, said: “For customers, both TalkTalk and BT Group currently sit at the pricier end for mid-contract price increases on broadband-only deals, though both are signatories to Ofcom’s voluntary codes on speed and automatic compensation.

“It is also worth noting Ofcom data shows TalkTalk has consistently drawn the highest customer complaint levels per 100,000, while BT sits in line with the industry average.

“If you signed or renewed a TalkTalk contract within the last two years, you won’t be able to switch right now without early termination fees. But if you’re out of contract, or past that two-year mark, now is the time to shop around. Customers who regularly switch their broadband provider stand to save up to £452 a year.”

Under Ofcom’s rules, customers can leave without an early termination charge if their provider increases prices beyond what was agreed at sign-up or makes other material changes to the contract.