topic Re: automatic compensation in Broadband

automatic compensation

mkdmkd — Tue, 04 Feb 2025 09:01:27 GMT

I'm struggling to get an answer on my claim for automatic compensation.

My internet went down on 20th December and wasn't restored till 31st December when Openreach engineer came to my house to change the router.

On my initial call with TalkTalk I was advised i would be entitled to £9 for every day with no service. I read the same rate of compensation on the Ofcom automatic compensation page.
After my internet was restored I called TalkTalk re compensation and the operator didn't know what I was talking about and offered compensation of £15. I refused the offer and asked my call to be escalated.
Yesterday I was on the phone for more than hour and half talking to customer service, the call was very frustrating because the operator advised compensation would only be paid if i had "total loss of service" when I asked what that was exactly, she agreed I was entitled to claim and offered 1 month's service credited to my account. I refused and asked again about the automatic compensation scheme and she wasn't aware of it and couldn't help me.
i was transferred to technical support and I was offered £20 credit to my account and wasn't aware of Ofcom automatic compensation scheme.
I'm currently waiting on call-back from complaints team because no one seems to be aware of this scheme.

Can someone advise what is TalkTalk policy on compensation and does the Ofcom automatic compensation scheme apply?

Re: automatic compensation

Gliwmaeden2 — Tue, 04 Feb 2025 10:51:44 GMT

They seem to be a bit funny about it when it's simply the router needing to be swapped, @mkdmkd

If you had posted here then, staff would have checked at the test socket and diagnosed that it was likely to be the equipment. You'd have been sent a replacement router, problem solved.

Basically it wasn't a problem with Openreach's side of the service, which is why Talktalk appears to offer compensation for the inconvenience. It wasn't a problem that should have reached the stage of requiring an Openreach engineer.

Information about Automatic Compensation:

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

Your post is in the queue for attention. It can take a day or two to get a reply from staff [Monday to Friday].

Re: automatic compensation

mkdmkd — Tue, 04 Feb 2025 11:20:33 GMT

i logged it with TalkTalk and after they ran tests they couldn't see an issue on their side so advised engineer would have to come to my house and check. Engineer checked and said it's not uncommon for issue to be old router and that was first thing he checked and changed which fixed the issue.

Re: automatic compensation

Arne-TalkTalk — Tue, 04 Feb 2025 11:34:25 GMT

Hi mkdmkd

I have asked the Auto compensation team to investigate,

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

Regards