Talktalk Customer Transfer To Rise Fibre: 120,000 Now Moving

TalkTalk has transferred the broadband contracts of around 120,000 selected customers to Rise Fibre. The legal transfer took effect on 1 August 2026, although billing, account management and customer support will move gradually over the coming months. Affected customers do not need to sign a new agreement, replace their router or cancel their existing Direct Debit.

→ Transfer date: Affected broadband contracts moved to Rise Fibre on 1 August 2026.

→ Customers affected: Approximately 120,000 accounts are included, taking Rise Fibre’s customer base to about 250,000.

What Has Happened to Talktalk Customers?

TalkTalk has agreed to transfer a group of its broadband and broadband-and-home-phone customers to Rise Fibre.

The transfer is automatic for customers included in the arrangement. TalkTalk says it has contacted those affected, and customers were notified by the two providers from Monday 3 August 2026.

There are two separate stages to understand:

1. The customer’s broadband contract legally transferred to Rise Fibre on 1 August 2026.
2. Billing, online account management and support arrangements will move over the following months.

During this transition period, TalkTalk will continue supporting customers on behalf of Rise Fibre. Customers should receive notice from Rise Fibre before anything changes in the way they pay bills, manage their account or request support. TalkTalk’s Rise Fibre transition guidance confirms that services should continue normally during the process.

Who is Being Transferred to Rise Fibre?

The transfer does not affect every TalkTalk customer.

Approximately 120,000 broadband customers are being moved, while industry estimates suggest that TalkTalk will retain around 1.5 million customers after the transaction. The majority of the transferred households are understood to receive their underlying connection through CityFibre’s wholesale network.

How Affected Customers Will Be Notified?

TalkTalk says customers whose services are included will already have received, or should shortly receive, a direct communication.

This may arrive by:

• Email
• Letter
• A message in the TalkTalk account
• Further correspondence from Rise Fibre

Customers should check their inbox, spam folder and TalkTalk My Account area. Someone who has not received a transfer notice should not assume that their account is moving.

What is Rise Fibre?

Rise Fibre is a relatively new full-fibre broadband provider that launched in June 2025. It uses wholesale infrastructure including Openreach, CityFibre and 4th Utility, with other networks also supporting its wider availability.

The acquisition of around 120,000 TalkTalk customers takes Rise Fibre’s customer base to almost 250,000. The provider says its internal team has tripled in size over the past two years, creating more than 120 UK jobs, with additional customer-support colleagues based in South Africa. It has also highlighted two UK Customer Experience Gold Awards and recognition for its executive leadership team at the UK Fibre Awards.

Full fibre can offer substantially higher speeds and greater reliability than older part-fibre connections. However, customers should not expect an immediate speed upgrade simply because their contract has moved. Rise Fibre and TalkTalk say the transferred service will initially remain the same.

Do Customers Need to Take Any Action?

No immediate action is required.

Customers should continue using their broadband normally and wait for official instructions.

They do not need to:

• Sign a replacement contract
• Arrange a new installation
• Change their router settings
• Cancel their existing payment
• Contact Rise Fibre simply to confirm the transfer

TalkTalk says Rise Fibre will contact customers before any practical account or billing changes take place.

Customers should nevertheless keep copies of their latest bill, current package, minimum-term end date and any transfer communication. These records may help if a billing, contract or service dispute arises later.

The transfer could also be used as a pretext for scam emails, calls or text messages. Customers should be cautious if anyone unexpectedly asks them to provide card details, transfer money, install software or disclose an account password. Payment arrangements are not changing immediately, so an urgent request for new banking information should be independently checked with TalkTalk.

Will Prices, Contracts or Broadband Services Change?

TalkTalk’s published position is that the transfer itself will not change the customer’s broadband package, monthly price or remaining minimum contract term.

Account feature	Position during the transfer
Monthly broadband price	No change because of the transfer
Existing contract	Continues under the same terms
Minimum contract period	Any remaining term still applies
Broadband speed	Expected to stay the same
Existing router	Should continue working
Landline number	Will remain unchanged
Payment method	Continues as normal
Customer support	TalkTalk handles support until further notice

Rise Fibre could introduce changes later, but it would need to communicate them in advance and follow the customer’s contractual and regulatory rights.

Will the Broadband Speed Stay the Same?

Yes, the providers say the existing service and speed will continue.

Although Rise Fibre promotes full-fibre services capable of much higher speeds than older connections, the customer transfer is not itself a package upgrade. Customers should therefore expect the speed included in their current TalkTalk package unless Rise Fibre subsequently offers or agrees a different service.

Will the Existing Router and Equipment work?

Customers can continue using their current TalkTalk router and other supplied broadband equipment unless they are specifically told otherwise.

There should be no need to reconfigure equipment at home. Where replacement equipment is eventually required, the provider says customers will receive instructions explaining what is being replaced and when.

Will There Be Any Downtime?

TalkTalk says customers should not lose service because of the transfer.

However, no broadband provider can guarantee that an unrelated network fault will never occur. Customers who lose their connection should report the problem promptly and record the time of the report.

Ofcom’s automatic compensation scheme currently pays £10.34 for each eligible calendar day where a reported loss of service is not fully repaired after two complete working days. TalkTalk appears on Ofcom’s current list of participating providers, but restrictions apply to customers who are not connected through Openreach. Rise Fibre does not currently appear on the list.

This matters because many transferred customers are believed to be using CityFibre infrastructure. They should therefore not assume automatic compensation is guaranteed.

Eligibility will depend on which provider is responsible when the fault occurs, the network being used and the scheme’s applicable conditions. Customers can check Ofcom’s current automatic compensation rules and raise the issue directly with the provider.

What Happens to Billing and Direct Debits?

Customers should keep paying their bills in full and on time.

An existing Direct Debit should not be cancelled. TalkTalk’s official guidance says current payment arrangements will remain unchanged, and the Direct Debit should transfer automatically when the customer’s account is moved.

Rise Fibre will provide notice before it changes how a customer is billed or how the payment appears on a bank statement.

Customers should monitor their first bills during the transition and check:

• The monthly charge remains correct
• No duplicate payment is collected
• Discounts and agreed package terms remain visible
• The contract end date has not changed unexpectedly
• Any credit balance has been carried across
• The payment reference corresponds with official communication

A customer who sees a duplicate, missing or unexplained charge should contact TalkTalk while it remains responsible for transition support.

Can Customers Still Use Talktalk My Account?

Yes. Customers can continue using TalkTalk My Account until told otherwise.

After the migration has been completed and Rise Fibre has issued new account details, TalkTalk says customers will retain access to their existing My Account for 12 months. This provides additional time to review previous bills and account information.

Customers should still download important documents rather than rely entirely on continued online access.

Who Should Customers Contact for Help?

Until further notice, customers should continue contacting TalkTalk through its normal support channels.

TalkTalk says it will provide customer support on Rise Fibre’s behalf during the transition:

• Telephone: 0345 172 0088
• Email: hello@talktalkplc.com

Rise Fibre will tell customers when responsibility for support has changed.

An existing open complaint will remain with TalkTalk, which says it will continue working to resolve outstanding issues throughout the transition.

Where a complaint cannot be resolved through the provider’s complaints process, eligible customers may be able to use CISAS, the Ofcom-approved dispute-resolution service. TalkTalk is listed among the communications providers covered by the scheme.

What Happens to Landlines, Talktalk TV and Email?

Customers with bundled services should be aware of several additional arrangements.

Landline Numbers

• Customers with a landline will keep their existing telephone number.

TalkTalk TV

• TalkTalk says its TV service should continue working after the transfer, but affected customers will no longer be charged for it.
• Technical support for TalkTalk TV faults will no longer be available. Where a problem relates to a particular streaming service or content provider, the customer may need to approach that provider instead.

TalkTalk Email

• Existing TalkTalk email accounts are not being transferred to Rise Fibre. They will continue to be provided by TalkTalk under the existing terms and conditions.

Is Personal Information Being Transferred?

Yes.

Rise Fibre became the data controller for personal information connected with the transferred services from 1 August 2026. A data controller determines how and why personal information is processed and is responsible for protecting it.

Customers can review the Rise Fibre privacy policy for details of how their information may be used, stored and shared, and how to exercise their data-protection rights.

Can Affected Customers Cancel or Switch Providers?

Customers cannot opt out of the account transfer itself. TalkTalk describes it as part of an agreed arrangement between the two companies.

They can still choose to switch broadband provider, but the cost will depend on their contract position.

Customers Who Are Out of Contract

A customer whose minimum term has ended can normally switch without an early termination charge. It may be worth comparing available speeds, prices, service standards and contract lengths before deciding whether to remain with Rise Fibre.

Ofcom requires providers to send end-of-contract notifications and to remind customers who are already out of contract about available deals. Customers can also find their contract end date in their original agreement, recent notifications or online account.

Customers Who Are Still Within a Minimum Term

The remaining minimum term carries over to Rise Fibre. Leaving early may therefore result in an early termination charge.

The transfer does not automatically create a new 14-day cooling-off period. That cooling-off right generally applies when a customer has recently entered a new broadband agreement or requested a switch. Customers should check their individual contract and transfer notice rather than assume they can cancel without charge.

Where Rise Fibre later makes a materially disadvantageous change to the contract, separate rights may apply. Ofcom’s general guidance says customers should usually be able to leave without an early termination charge where a new provider changes transferred contract terms, although the facts and notice provided will matter.

Why is Talktalk Transferring Customers?

TalkTalk’s customer guidance presents the arrangement as a partnership intended to maintain service and support. Wider reporting, however, places the transaction within TalkTalk’s ongoing financial restructuring.

Reports in the Financial Times, The Times, The Telegraph and GB News have linked the sale to TalkTalk’s debt position, with net debt reported at approximately £1.4 billion at the end of February 2026.

VodafoneThree was also reported to have submitted a bid for TalkTalk’s remaining consumer division, although no completed sale of the whole division had been confirmed by 5 August 2026.

TalkTalk has separately explored options for its wholesale business, PlatformX Communications, also known as PXC. PXC was created from TalkTalk Wholesale Services, Virtual1 and the group’s national network operations.

The Rise Fibre transaction also follows earlier customer disposals. In 2025, approximately 95,000 customers using TalkTalk-owned Origin Broadband were transferred to Utility Warehouse.

Some reports have cited a separate 29,000-customer transaction worth £5 million, but that figure does not match the documented Origin transfer and was not corroborated as the same deal in the sources reviewed.

The latest customer sale comes less than a year after TalkTalk launched a major brand refresh featuring electric green and pink styling, new digital marketing platforms and a nationwide marketing campaign.

At the time, chief executive Susie Buckridge said the business was returning to its challenger roots and investing in a more customer-focused service model.

What the Transfer Means for Home-based Businesses?

The immediate arrangements are reassuring for sole traders and small-business owners using a transferred residential TalkTalk connection: the provider says there will be no planned interruption, equipment change or speed reduction.

Nevertheless, any change in provider creates a sensible opportunity to review business continuity.

Home-based businesses should:

1. Save recent bills, package details and the transfer notice.
2. Record the existing broadband speed and contract end date.
3. Keep the current router connected unless instructed otherwise.
4. Monitor the first Rise Fibre bill and bank payment carefully.
5. Maintain a mobile-data backup where internet access is essential.
6. Report any outage immediately and keep fault-reference numbers.
7. Confirm that telephone, payment-terminal, cloud or security systems continue working.

Ofcom’s automatic compensation scheme covers residential fixed broadband and landline products. It should not be treated as protection against lost sales, missed client work or wider commercial losses.

A business that would suffer significant financial damage from an outage may need a business-grade broadband service with defined support targets, service-level commitments or failover connectivity.

What Happens Next?

The legal contract transfer has already taken place, but the operational migration will continue over the coming months.

Affected customers should expect Rise Fibre to provide advance notice before:

• Bills begin coming directly from Rise Fibre
• Bank payment references change
• New account credentials are issued
• Customer-support responsibility moves
• The online account experience changes
• Replacement equipment is required

No firm completion date has been published for every account. Customers should therefore rely on individual communication rather than assume that all 120,000 accounts will move operationally on the same day.

What Affected Talktalk Customers Should Do Now?

1. Check email, post and TalkTalk My Account for an official transfer notice.
2. Save bills, contract details and correspondence.
3. Continue paying normally and do not cancel the Direct Debit.
4. Keep the existing router and equipment connected.
5. Monitor service performance, bills and bank statements.
6. Contact TalkTalk if anything changes before Rise Fibre confirms that support has moved.
7. Compare alternatives only after checking the minimum contract term and any exit charge.

Talktalk Customers Should Prepare, but Avoid Unnecessary Action

The TalkTalk customer transfer to Rise Fibre should not immediately change the affected customer’s price, broadband speed, router, landline number or remaining contract term.

The most important distinction is that contracts transferred on 1 August 2026, while account management, billing and support will move gradually. Customers should retain their records, continue paying as normal and follow only verified instructions from TalkTalk or Rise Fibre.

For home-based businesses, the transfer is also a reminder to maintain backup connectivity and not rely on residential compensation arrangements to cover commercial losses.

Frequently Asked Questions

Is TalkTalk transferring all its broadband customers to Rise Fibre?

No. Approximately 120,000 selected customers are being transferred. TalkTalk says it will contact every affected account directly.

When did the TalkTalk customer transfer to Rise Fibre begin?

The affected broadband contracts legally transferred on 1 August 2026. Billing, account management and support will transition over the following months.

Will customers receive a new Rise Fibre contract?

The existing TalkTalk contract and any remaining minimum term continue to apply. Customers should receive new account information when the operational migration is completed, but the transfer does not automatically create a new minimum term.

Will the transfer interrupt broadband service?

TalkTalk says there will be no interruption caused by the transfer. Any unrelated outage should still be reported immediately so the provider can investigate it and assess compensation eligibility.

Can customers leave without paying an early termination charge?

Customers who are out of contract can normally switch without an early termination charge. Customers still within their minimum term may have to pay to leave unless another contractual or regulatory right applies.