Fleur Telecoms Takes On 13,500 TalkTalk Customers

In August 2026, TalkTalk confirmed that it would hand 13,500 of its residential landline and broadband customers over to Fleur Telecoms. The migration began on 1 September 2026 and should finish before the end of the year. So if a letter or email has landed telling you that your home phone and broadband are moving to a provider you never chose, you are one of them.

This guide explains what has happened, who Fleur Telecoms actually are, what their packages cost and what your options are. We will also be upfront about where Phonely fits in, because if you mainly care about keeping your home phone working after the copper switch off, there is a cheaper and more flexible route than staying put.

What has happened: TalkTalk sells 13,500 customers to Fleur Telecoms

TalkTalk has sold a block of 13,500 residential broadband and phone customers to Telecom Acquisitions Limited, the Horsham based group behind the Fleur Telecom brand. Customers started transferring at the start of September 2026, and the process should finish by the end of the year.

Here are the key points from the announcement:

• Customers keep their existing pricing, terms and conditions on transfer.
• Customer service moves to the UK based contact centre at Telecom Acquisitions, the same team that looks after its Home Telecom brand.
• Fleur offers support on a 24 hour basis, plus a mobile app for account management.
• Many of the customers involved still sit on legacy copper WLR and ADSL products that need migrating before the national switch off.

Nigel Barnett, chief executive of Telecom Acquisitions, called it “another exciting opportunity to put our copper switch-off expertise to work”, adding that the group has “moved more than 8,000 customers off WLR and ADSL services onto the latest products”.

That last line is the real story. In other words, this is not a random customer sale. Instead, it is a tidy up of legacy copper accounts ahead of a hard deadline, and a specialist that does exactly this kind of work now owns the relationship.

Fleur Telecom reviews: what customers actually say

Credit where it is due. Fleur Telecom Trustpilot scores look decent. At the time of writing the brand holds a TrustScore of 4.6 out of 5 from more than 2,200 reviews, and 78 per cent of reviewers give it five stars.

Dig into the Fleur Telecom reviews and a consistent picture emerges. For example, people repeatedly praise the phone agents as patient, knowledgeable and genuinely helpful, particularly when they walk older customers through technical problems. That is a real strength, and not every large provider can claim it.

However, the recurring criticism is getting through in the first place. Roughly 9 per cent of reviews sit at one star, and long hold times come up again and again. Fleur Telecom customer service has itself acknowledged high call volumes in its public replies, which is hardly surprising given the volume of switchover work in progress. As a result, if your Fleur Telecom internet is down, or you have no internet at all and you need to report Fleur Telecom faults, expect to wait during busy periods.

Fleur Telecom packages and prices

Fleur Telecom broadband starts from £24 a month. In total, the range runs across five tiers:

• Home Broadband, up to 20Mb, with a Wi-Fi hub and phone line
• Superfast Fibre, up to 40Mb, with a Wi-Fi hub and phone line
• Superfast Fibre Plus, up to 80Mb, with a Wi-Fi hub and phone line
• Ultrafast Full Fibre 550, up to 500Mb, data only
• Ultrafast Full Fibre 1000, up to 1000Mb, data only

Meanwhile, Fleur sells calls as add on bundles rather than including them:

• 100 local and national plus 100 mobile minutes: £3 a month
• 300 plus 100 minutes: £5 a month
• 500 plus 100 minutes: £7 a month
• Unlimited evening and weekend calls: £4 a month
• Unlimited anytime calls: £8 a month
• International bundles from £3 for 100 minutes up to £12 for 500 minutes

There is also a SupportPlus add on at £3.50 a month. Overall, it is a conventional structure, and the individual bundle prices look reasonable. The catch, though, is the architecture: the phone service sits on Fleur’s broadband line, so your home phone and your internet share the same supplier and the same contract.

Why the timing matters: the copper switch off

Openreach is retiring the UK’s old analogue phone network. Specifically, it is closing the PSTN and WLR products that traditional landlines run on, with the switch off due in January 2027. Every home phone in the country therefore ends up as a digital service that carries voice over an internet connection instead of a copper pair. We cover the same deadline from a BT angle in our guide to what to do when your BT landline is switched off.

That is the context for this transfer. The 13,500 customers moving to Fleur Telecoms largely sit on exactly the legacy products that are disappearing, and somebody has to move them. Either way, then, this is a moment of change. And if your phone service has to change anyway, this is the natural point to ask whether the provider you inherited is the one you would have chosen.

Fleur Telecoms vs Phonely: how they compare

Phonely is a digital landline provider. We run one thing: a home phone service that works over any broadband connection, from any provider. Consequently, that difference in model drives most of the comparison below. For a wider view of the market, see our roundup of the best home phone services in the UK for 2026.

Where the Fleur Telecoms bundle still makes sense

Two honest caveats first, because a comparison is worthless if you rig it. Firstly, Fleur’s £24 buys broadband as well as a line, so it is not a like for like number against Phonely’s £9.97. Secondly, if you genuinely want one supplier, one bill and one phone number to call about everything, a bundle has real appeal.

Why splitting your phone from your broadband pays off

The counter argument is simple, though. Bundling your home phone to your broadband means every future broadband decision drags your phone line with it. Unbundle them, and you can chase the best full fibre deal in your area each time your contract ends, without your landline becoming a hostage. For a lot of households, and especially for older customers who want a reliable home phone and do not care which company supplies the internet behind it, that flexibility beats a single bill.

Scam call protection is the real gap

Then there is security. Landline users rank among the most targeted groups for phone fraud in the UK, yet very few standard packages treat that as a product problem. CallGuard does. For instance, it blocks known scam numbers automatically, flags suspicious calls in real time, lets a nominated family member join a live call, and adds quiet hours so the phone simply stops ringing at night. So if you are helping a parent decide what to do about a letter from Fleur Telecoms, this is probably the section that matters most. Our guides on stopping scam calls on an elderly parent’s landline and the best home phone for elderly parents go further.

What to do if Fleur Telecoms now runs your line

If you are happy to stay with Fleur Telecoms

Then you do not need to do anything, because your pricing and terms carry over. Even so, it is worth noting the Fleur Telecom contact details now, so you have them when you need them. The customer care line is 0333 320 4020 and the email address is customer.care@fleurtelecom.co.uk.

If you want to check your position

Ask Fleur Telecom customer service three questions in writing. First, what is my contract end date after the transfer? Second, what am I paying for the line, for broadband and for calls, itemised? Third, what happens to my price when the current term ends? A transfer is exactly the moment when the answers are easiest to get and hardest to argue with later.

If you want to leave

Fleur Telecom cancellation follows the standard process, and your notice period and any early termination charges depend on the contract you carried over. Under Ofcom’s rules, though, if a provider changes your contract in a way that puts you at a material disadvantage, you can leave without penalty within 30 days of the notification. Therefore, ask directly whether that applies to you before you assume it does not.

If you only care about the phone

In that case, you can keep your existing number, move it to Phonely, and buy your broadband from whoever offers the best price in your postcode. No engineer, no new handset, and no phone line tied to a broadband contract you never chose.

The bottom line on Fleur Telecoms

Fleur Telecoms are not a bad provider. Indeed, the reviews are solid, customers rate the support team highly once they reach it, and the group clearly knows how to move people off dying copper products. So if you inherited this transfer and you value simplicity above all, staying is a defensible choice.

But nobody in this group of 13,500 chose Fleur Telecoms. TalkTalk moved them, at precisely the moment when the whole UK landline network is changing anyway. In short, that combination makes this a genuinely good time to ask what you actually want from a home phone in 2027 and beyond. If the answer is a reliable digital landline that keeps your number, works with your handset, protects you from scam calls and does not chain you to one broadband supplier, Phonely does exactly that job, and it starts at £9.97 a month.

See how Phonely’s digital landline works, or compare our plans.