topic Re: Automatic compensation in Broadband

Automatic compensation

welshie1701 — Sun, 11 May 2025 19:56:48 GMT

Hi,

I believed (like in many other posts) that TalkTalk would automatically compensate me for a total loss of broadband service, but I am still waiting and as it wasn't on my most recent bill, I thought it was time to ask the question.

On 18th Feb 25, our green cabinet was destroyed in a vehicle accident, obviously leading to a total loss of service, and I made TalkTalk aware of this the same day. I'm aware this is outside of TalkTalk's control, but ultimately it wasn't until 6th March that service had been restored.

Please can you let me know where I stand on compensation for this loss of service?

Many thanks 🙂

Re: Automatic compensation

Gliwmaeden2 — Sun, 11 May 2025 20:10:51 GMT

@welshie1701, it would only be for complete loss of service and that's usually only after a certain minimum number of days.

You mentioned it seemed to be mended at the cabinet by Saturday 22nd. Despite you service being on the blink after that, it would only have been totally out across 3 - 4 full days [not being clear when they think the cabinet was fixed - could have been on the Friday?]

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

Might qualify for a day or two, if you check their example in that link.

Staff on here can chase this up with the compensation team for you, but can't apply it directly themselves.

Re: Automatic compensation

welshie1701 — Sun, 11 May 2025 20:20:17 GMT

Hey, thanks for your reply. It certainly was a complete loss of service, and definitely wasn't fixed by the 22nd! I have texts from TalkTalk with the estimated repair date getting later and later up until the 5th of March when the service was restored.

If a staff member was able to chase this up bwith the compensation team that certainly would be appreciated!

Re: Automatic compensation

Gliwmaeden2 — Sun, 11 May 2025 20:22:10 GMT

They'll be back on here tomorrow. In your previous thread, you didn't follow up after the weekend at the end of February. For reference:

https://community.talktalk.co.uk/t5/Fibre/Broken-street-cabinet-dropping-connection-and-lack-of/td-p/3100038#M399743

Re: Automatic compensation

welshie1701 — Sun, 11 May 2025 20:34:02 GMT

Ha! I forgot I'd made that post. As it was so long ago I was going off the text messages for when service was restored, but I think the reply from Debbie on the 26th most accurately reflects the situation.

I'll see what the staff come back with tomorrow. 👍

Re: Automatic compensation

angelique-TT — Mon, 12 May 2025 09:03:27 GMT

Hi welshie1701. Do you still require assistance?

Re: Automatic compensation

welshie1701 — Mon, 12 May 2025 17:35:02 GMT

Hi Angelique,

Yes please! Just hoping you can let me know if I'm eligible for compensation for the break in service between 18 and 26 Feb that I suffered this year.

Many thanks

Re: Automatic compensation

nomfezeko-TT — Tue, 13 May 2025 07:20:04 GMT

Hello, @welshie1701, thank you for reaching out to us regarding your recent loss of broadband service. I understand how frustrating this situation must have been for you. Please do let us know if the issue has been fixed for you.

As you mentioned, the incident on 18th February that led to the destruction of the green cabinet was unfortunate, however, we do have policies in place to compensate customers for significant disruptions in service.

Typically, compensation for loss of service is calculated based on the duration of the outage. Since your service was restored on 6th March, you experienced a total loss of service for approximately 16 days. I will need to check into this for you so I can provide with the correct information, you would normally receive an Email or an SMS, regarding your compensation if you are eligible. You can also look into the help article provided below for detailed information about our compensation policy:

About your auto compensation credit

If you have any further questions or need assistance in the meantime, please don’t hesitate to reach out.

Thank you for your understanding, and we appreciate your continued loyalty to TalkTalk.

Thanks,

-Fez.

Re: Automatic compensation

welshie1701 — Tue, 13 May 2025 12:43:26 GMT

Hi Fez,

Thanks for your reply.

I didn't receive any emails or messages about any compensation at the time, so if you could look into this to me it would certainly be appreciated!

Many thanks, James

Re: Automatic compensation

nomfezeko-TT — Tue, 13 May 2025 12:49:59 GMT

No problem at all, we would love to look into this and have it sorted for you. Just to check, from the 06th of March, have you ever experienced any other issues with your services?

-Fez.

Re: Automatic compensation

welshie1701 — Wed, 14 May 2025 17:37:51 GMT

Hi Fez,

No, since the service came back on its been good as gold

Re: Automatic compensation

Mandisa-TT — Thu, 15 May 2025 07:13:03 GMT

Perfect! Is there anything else you would like us to assist you with?

Re: Automatic compensation

welshie1701 — Thu, 15 May 2025 07:15:53 GMT

Apart from confirming that I'm eligible for compensation (and then applying it to me account), no that's everything!

Re: Automatic compensation

Mandisa-TT — Thu, 15 May 2025 07:18:36 GMT

That's great to hear, do not hesitate to get back to us in the future for any assistance. Have a lovely day. Take Care.😀

Re: Automatic compensation

welshie1701 — Wed, 09 Jul 2025 10:54:46 GMT

Hi, another 2 monthly bills have since come in with no sign of compensation for the break in service. I thought this was supposed to be automatic?

Please could you let me know definitively if: i) I'm eligible for this compensation, and ii) when it will be credited to my account?

Thank you.

Re: Automatic compensation

Gliwmaeden2 — Wed, 09 Jul 2025 12:53:22 GMT

@welshie1701, I suspect that the issue is it was supposedly fine from the Saturday that week, and you reported dropouts but not a complete loss of service when you posted here:

https://community.talktalk.co.uk/t5/Fibre/Broken-street-cabinet-dropping-connection-and-lack-of/td-p/3100038

I'll re-escalate the thread for staff attention.

Re: Automatic compensation

Mandisa-TT — Wed, 09 Jul 2025 14:58:12 GMT

Thanks @Gliwmaeden2 for bringing this into our attention. @welshie1701 After thoroughly reviewing your previous communication from February 25, 2025, I noted that you mentioned experiencing a dropping connection rather than a complete loss of service. It's important to clarify that TalkTalk's compensation policy does not cover issues related to intermittent connectivity.

Additionally, regarding the cabinet incident you referenced, this was classified as an outage that required intervention from Openreach. Unfortunately, based on our policies and the nature of the issues you experienced, you are not eligible for compensation at this time.

You can refer to the below link on how auto compensation works.

About your auto compensation credit