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Help & Support


Surf - FAQ


Are there cancellation fees in the event of early termination of my TalkTalk Surf contract?

No, you will only be charged for the remaining term of your minimum contract period in one bill.


Where can I get the username and password for my Internet access?

With the modem you received the username and password. If you were to have forgotten them, please contact us.


My modem is broken, what should I do?


How can I contact TalkTalk support?


How can I test the speed of my Internet access?

Go to the site www.speedtest.net. This page will show the speed of your Internet connection. The information is not guaranteed and the results can vary based on various factors.


I am a TalkTalk Surf customer, can I have a fixed IP address?

Yes, you can get a fixed IP address. The set up and the IP address are associated with costs. Contact us, and we will advise you.


I have a TalkTalk DSL subscription and want to switch to TalkTalk Surf, do I need a new modem?

It may be that a faster surfing speed is not supported by your current modem. It is therefore decided on a case by case basis whether you need a new modem or not.


How can I enable or disable the WLAN function?

On most modems there is a button for the WLAN. For details, refer to the manual of your modem. You can also contact us, and we will gladly help you.


I am a TalkTalk Surf customer, can I set up a guest WLAN?

You can configure a WLAN for guests. For more information check the instruction manual for your modem. If you need assistance, contact us.


I am a TalkTalk Surf customer and would like to increase or decrease my Internet speed, can I change my subscription?

Yes, you have the option to change your subscription. Which speed is available to you depends on where you live. Depending on the contract. If you change to a slower speed, costs can involve.


I cancelled my TalkTalk Surf contract. Can I keep the modem?

No, you need to return the modem to TalkTalk. If the modem is not returned, you will be charged a fee of CHF 49.- for DSL modems and CHF 99.- for fiber modems.


I do not have basic telephone connection, how should I proceed to sign up for TalkTalk Surf?

Contact us, we will advise and help you sign up.


I have a Call & Surf subscription, can I take advantage of Surf tariffs?

The Call & Surf subscription includes telephony and Internet. It also is based on a different technology. Contact us for more information.


I signed up for TalkTalk Surf, will a technician connect the modem?

No, connecting the modem is very simple and well explained in the supplied instructions. If you need help please contact us


I signed up for TalkTalk Surf, how long does it take to activate the service?

Activating the service usually takes 10 working days, this is not guaranteed


I would like to sign up for TalkTalk Surf, why do I need the phone number of the previous tenant?

For a faster activation and to avoid the cost of an electrician, you need the phone number of the previous tenant.


I would like to sign up for TalkTalk Surf as soon as possible, what do I need to do?

Print the necessary registration forms, fill them out and send us your application including a copy of a valid ID.


Is my TalkTalk Surf contract automatically renewed?

The contract may be terminated at any time after the minimum term with notice of 30 days to the end of the month.


Which tariffs plans are available with Fiber?

Surf 15, 30 and 100 are also available as Fiber. Higher speeds can be offered on request. Please contact our customer service.


How can I check whether Fiber is available at my home?

If your household is already connected to Fiber, you have an OTO connection with a number in your home. In addition you can use our tool, we will gladly check the availability at your address and will contact you.


How to improve WiFi reception at home?

The reception is often bad in the most remote parts of your apartment or house. Here are some tips to improve the reception of your WiFi signal. In fact, the environment and parts of your house play a significant role.

Tip # 1:
Move your modem/router away from printers and other home appliances. Free up the space around your modem/router to minimize the negative influence of electromagnetic devices around it. If your modem/router is near a DECT cordless phone, baby alarm, microwave oven etc., the WiFi signal may be disturbed.

Tip # 2:
Raise your modem/router. The modem/router should preferably be located about 1 meter above the ground. You will optimize the propagation of WiFi waves if you position your router vertically.

Tip # 3:
Prefer doors to walls. Too thick walls (concrete, bricks or metal partitions) may dusturb WiFi signals.


I forgot my password to log in to myTalkTalk. How can I access my account?

You can reset your password here. You need to enter your e-mail address. You will receive a new password on your e-mail account. If the problem persist, please contact our customer service.


How can I do a payment in advance?

You can do a payment in advance in your TalkTalk customer account under bill details, via Credit Card, PostFinance Card, PayPal or TWINT. If you do not have a myTalkTalk account yet, you can sign up here.


How can I receive my invoices?

There are several ways to receive your invoices. Information about this topic can be found here.


How can I pay my invoices?

There are several ways to pay your bills. Information about this topic can be found here.


Can I receive my invoice by e-mail?

Yes, you can receive your invoices by e-mail. Log in to your myTalkTalk customer account to sign up for this service. If you do not have a myTalkTalk account yet, you can sign up here.


I paid my outstanding invoices, when will my line be reconnected?

Please note that your invoices will only be considered paid once the funds have arrive at TalkTalk’s bank account and attributed to your account. Only then your line will be reconnected. More information about the payments can be found here.


Where can I view my previous invoices?

You can access your invoices in your myTalkTalk customer account. In addition, myTalkTalk allows you to pay outstanding invoices online. If you do not have a myTalkTalk customer account, you can sign up here.


Where can I change my e-mail address?

You can change your e-mail address at any time in your myTalkTalk customer account. If you do not have a myTalkTalk account yet, you can sign up here.


I have paid my invoice, will I receive a confirmation?

You can sign up for confirmation by e-mail or SMS. After successful registration you will receive a confirmation as soon as the payment has been received by TalkTalk. The sign up can be done via your myTalkTalk customer account. If you do not have a myTalkTalk account yet, you can sign up here.


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