Customers of UK ISP iTalk Complain of Broadband Outage and Contract Issues

Concerns are starting to be expressed by customers of broadband ISP iTalk (iTalk Affiliate Telecommunications), which have been complaining about a a protracted service outage that started last week. In addition, some customers have alleged that support staff suggested the issue could be resolved more quickly if they took out a new contract.

The situation, which has been well documented by Thinkbroadband (here and here) and also highlighted via a number of recent reviews on iTalk’s page with Trustpilot and Facebook, appears to suggest that many of the problems began around Tuesday of last week and are still ongoing this week. As yet the ISP has not responded to any of TBB’s hails.

Customers further complain that they’ve also struggled to contact iTalk’s support team, while those who did manage to reach somebody within the provider have found that their support team were unable to say what caused the problem or when the issue will be resolved. Furthermore, a few customers claim to have also been offered the option to sign-up via a new contract (sometimes at increased cost) to help them get back online more quickly.

As TBB indicates, it’s extremely unusual for an ISP to try and promote the option of taking out a new contract to customers who have contacted them to complain about a service outage, particularly while allegedly promoting it as a solution to said outage. TBB have speculated that this could point to some sort of platform switch and dispute with suppliers, although we’ve so far been unable to confirm that.

Example Customer Complaint 1 (Mike – Trustpilot):

“Someone else suffering from this outage, again since yesterday 26/2/26

We live in a very poor mobile coverage area so rely on good internet. So no WhatsApp calls, no YouTube, no Netflix etc… I called them and after 30 minutes I got through. Their on-hold music is absolutely terrible! I was also persuaded to take up a new contract as it would get reconnected quicker that way. I now feel conned, as I don’t think this is true.”

Example Customer Complaint 1 (Mrs Knight – Trustpilot):

“My elderly mother’s phone and broadband has been down for nearly a week. I have tried calling their helpline many times. No one answers and live chat not available. Tried emailing and got a text response 3 days later asking me to call the helpline, but no one answers. There is a recorded message to say they are experiencing outages but don’t say where.

I finally got someone to answer my call today after being on hold for 40 minutes. Explained elderly vulnerable housebound mother, reliant on her phone. He was very unsympathetic. Says there is an outage (I assume in her area though he didn’t say) and doesn’t know when it will be fixed. No priority for the vulnerable.”

Example Customer Complaint 1 (Richard – Trustpilot):

“I was very happy with Italk for four years. Service was good and the price was reasonable. Unfortunately the service has been off to my property for over a week now. There is no information about the reason for the fault apart from a message saying the a fault is affecting a number of users and they are working to restore service. I can’t work, have no phone and no internet or tv. No message or apology. I’m therefor having to switch provider.”

The company appears to have been operating under a Corporate Voluntary Arrangement (CVA) since October 2024. This can allow a business with debt problems or that is insolvent to reach a voluntary deal with its business creditors (i.e. paying them back over a fixed period).

The latest December 2025 update from the CVA supervisor indicated that progress to-date meant “it is anticipated that the CVA will be successfully implemented” (it’s due to complete by October 2029). “The CVA is progressing as anticipated and the joint supervisors will continue to monitor the Company’s adherence to its terms, taking appropriate steps in line with the CVA terms where necessary,” added the CVA supervisor’s report.

The hope is that those experiencing issues may only reflect an isolated pocket of customers and we note that iTalk has received a smattering of positive Trustpilot reviews during the same period, which makes it difficult to get a read on the situation. But at the same time, it would be good to get a comment from the provider to hopefully put any concerns to rest and provide some clarity over what has occurred.

The lack of a Service Status page certainly doesn’t help in situations like this, which is an issue we’ve raised before about other providers (here).