Online Fault

Mickywoo — Sun, 25 Sep 2022 10:30:22 GMT

I went offline on the 24th of last month, I had no phone or internet for 14 days. I was sent an email saying that the fault had been fixed, which it has, and I have a full service. I was told to wait for compensation to come through automatically, however, I am now being told that the fault is still in progress and and engineer is working on it. Is this a stall practice so I do not get my compensation as it cannot be instigated until the fault is logged as fixed. I am very confused as to why this is happening and no one seems to know why it has not been logged as closed. The 14 days offline cost me quite a bit of money and I would like this sorted as it now been going on for over a month.

Can anyone shed some light on this for me.

Kind regards Michaela

Re: Online Fault

Gliwmaeden2 — Sun, 25 Sep 2022 16:37:10 GMT

Details of automatic compensation are here, @Mickywoo:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

You'll see that it takes c 30 days to appear on your bill, after resolution of the fault.

If it took 14 days to restore service, after the fault started on 24th August, it's like to be c 6th October before this is sorted out, if the fault is indeed resolved.

Staff did ask you to confirm this on your previous thread, here:

https://community.talktalk.co.uk/t5/Fibre/Broadband-Outage-Limpenhoe/td-p/2912747

If you lose track of your posts and replies, look at the ACTIVITY area of your profile to see all contributions to the topics you have posted.

topic Online Fault in Broadband

Online Fault

Re: Online Fault