topic Re: Automatic Compensation in Broadband

Automatic Compensation

ElsieRegFergal — Mon, 07 Nov 2022 14:24:12 GMT

Has anybody ever had the Automatic Compensation thing actually work?

My father was without internet (complete loss of service) from 26th August to 28th September. We reported the problem on 26th August and after all the usual tests TalkTalk determined that there was a line fault, but it was outside of dad’s property, so they escalated it to OpenReach.

During the course of that month, I contacted TalkTalk seven times to ask for updates, and the general response was that OpenReach were still working on it.

TalkTalk’s website says “Your compensation will be added to your account automatically within 30 days of the fault being resolved.”

If I discount weekends - although I cannot find any reference to weekends not being counted - today marks the 30th day since the connection was restored, 30 days being the time frame for compensation as noted above.

If we don’t see the compensation credit in his account by midnight tonight, is there an ombudsman process, and if so how do I go about activating that?

Re: Automatic Compensation

Arne-TalkTalk — Mon, 07 Nov 2022 15:50:38 GMT

Hi ElsieRegFergal

Thanks for your post

I can look into this but first, can you please update your community profile private notes to include your dads

Name
Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: Automatic Compensation

ElsieRegFergal — Mon, 07 Nov 2022 20:42:46 GMT

Hello - I think I’ve done this properly!

Thank you

Re: Automatic Compensation

ElsieRegFergal — Tue, 08 Nov 2022 19:07:58 GMT

@Arne-TalkTalk Bumping this having completed the details requested, thank you

@ElsieRegFergal wrote:
Has anybody ever had the Automatic Compensation thing actually work?

My father was without internet (complete loss of service) from 26th August to 28th September. We reported the problem on 26th August and after all the usual tests TalkTalk determined that there was a line fault, but it was outside of dad’s property, so they escalated it to OpenReach.

During the course of that month, I contacted TalkTalk seven times to ask for updates, and the general response was that OpenReach were still working on it.

TalkTalk’s website says “Your compensation will be added to your account automatically within 30 days of the fault being resolved.”

If I discount weekends - although I cannot find any reference to weekends not being counted - today marks the 30th day since the connection was restored, 30 days being the time frame for compensation as noted above.

If we don’t see the compensation credit in his account by midnight tonight, is there an ombudsman process, and if so how do I go about activating that?

Re: Automatic Compensation

ElsieRegFergal — Wed, 09 Nov 2022 15:17:21 GMT

Hi @Arne-TalkTalk - is there any update on this? I think I have given you the information you asked for.

Re: Automatic Compensation

Arne-TalkTalk — Wed, 09 Nov 2022 15:34:57 GMT

Hi @ElsieRegFergal

I have the Auto compensation team to investigate,

Once the investigation is complete your dad will receive an SMS/Email.

Regards

Re: Automatic Compensation

ElsieRegFergal — Wed, 09 Nov 2022 18:22:55 GMT

Thank you so much for your assistance.

Re: Automatic Compensation

ElsieRegFergal — Wed, 16 Nov 2022 22:37:52 GMT

Hi @Arne-TalkTalk - just following this up - should I contact the Auto Compensation team direct? If not, how long should I leave it before checking again?

Thank you, Christina

Re: Automatic Compensation

Gliwmaeden2 — Wed, 16 Nov 2022 23:15:56 GMT

Wait for Arne to get back to you.

If there's no progress by the end of the month, @ElsieRegFergal, let us know.

You can't contact the compensation team directly yourself.

Re: Automatic Compensation

Arne-TalkTalk — Thu, 17 Nov 2022 08:55:30 GMT

The team are still assessing the claim, shouldn't be much longer.