The Coronavirus outbreak represents an unprecedented challenge for the nation, and TalkTalk Business recognises that you and your customers are relying on us to continue to deliver our services without interruption. We want to assure you that we’re doing everything in our power to keep 4.2 million homes and thousands of businesses connected, and that we’ll do all we can to assist and support your business and your customers throughout these trying times.
In such a fast-moving situation, we know you want to be kept up to date with developments. In this Coronavirus advice hub, you’ll find everything from answers to our most frequently asked questions to helpful tips and advice, as well as the latest updates.
How is TalkTalk Business adapting its practices in response to Coronavirus (COVID-19)?
We have already aligned our activities to the UK Government Guidelines on COVID – 19 (https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19)
What plans do TalkTalk Business have in place to ensure business continuity?
We have business continuity plans in place and are continuing to monitor the situation as it evolves.
An internal working group has been established across the business to monitor and respond to the ongoing situation. This ensures that we are aware of the impact to the business and can respond quickly should the situation develop.
Our business continuity plans are operating well, but it is possible that with the evolving circumstances we may have a reduced number of colleagues available to support our activities over the weeks and months ahead. We are prepared for this, but it is something to be aware of.
As a provider of a critical service we want to ensure that all our customers stay connected. We have reviewed our network and as we regularly experience peaks in demand we are confident that we have robust measures to monitor network usage and capacity and to withstand any increases in volume so that we can continue to service our 4.2 million homes and thousands of B2B customers up and down the country.
Through our business continuity planning we will also continue to protect and ensure service for those customers who are either vulnerable or dependant on our service (e.g. Blue light services).
To help us achieve this, we request that where possible, you and your colleagues self-serve through our portals, APIs and other online platforms to enable us to keep our telephony lines available for priority cases.
How can I request support from TalkTalk during this period?
If you and your colleagues can raise requests through our APIs, portals and other online platforms, we would ask that you do so. This will help our lines remain available to support emergency activity and priority support where it is most needed. It would also be appreciated if Director of Service Office (DSO) requests and High Level Escalations are prioritised by Partners to focus on Critical National Infrastructure support and vulnerable end users.
Please refer to the summary table below for guidance on how to access our alternative contact channels.
Is the TalkTalk network able to support the additional demand during this time?
As a connectivity provider, TalkTalk is categorised as delivering ‘Critical National Infrastructure’. For this reason, our operations will continue to be fully functioning in order to service the homes and businesses of Britain.
As a provider of a critical service it is paramount that we can keep people connected. We have reviewed our network and as we regularly experience peaks in demand we are confident that we have robust measures to monitor network usage and capacity and to withstand any increases in volume so that we can continue to service our 4.2 million homes and thousands of B2B customers up and down the country.
How will TalkTalk Business ensure stability of its network during this critical period?
To ensure continuing stability of service to our Partners, customers and services, we will for the foreseeable future continue to implement a partial change freeze.
Specific exceptions to this will include –
- Changes ensure our services are performing effectively
- Changes for compliance requirements
- Changes to progress critical strategic projects
- Highly repeatable, necessary, low risk work (e.g. patching)
- A separate LCAB has been introduced – director review, IA & justification against COVID-19 exceptions (Change / new orders)
Are there any changes to Openreach engineering practices that we need to be aware of?
In response to the COVID-19 situation, Openreach have announced some significant changes to their practices. You can find more information on this here.
Where can I find further guidance?
For further guidance on COVID-19 and support for your business, please visit gov.uk - https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19/covid-19-support-for-businesses#bpt