topic Re: OFCOM Rules on Automatic Compensation in Broadband

OFCOM Rules on Automatic Compensation

David1224 — Fri, 12 Sep 2025 15:42:01 GMT

Hi.
The most recent OFCOM Voluntary Code of Practice (7/3/25) - Chapter 40 states that:
'Subject to the exceptions in paragraph 39 above, the Communications Provider does not
avoid payment of automatic compensation if the issue was caused by an event outside of
the customer’s or its own control. This type of event would include (but would not be limited
to) extreme weather, strikes and third-party acts.'

My recent total loss of service was caused by a third-party act (someone crashed into our telephone pole). According to the OFCOM website and the Code of Practice, I am entitled to Auto Compensation am I not?

Re: OFCOM Rules on Automatic Compensation

fr8ys — Fri, 12 Sep 2025 16:01:34 GMT

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: OFCOM Rules on Automatic Compensation

Gliwmaeden2 — Fri, 12 Sep 2025 16:51:39 GMT

How recent was it, @David1224?

It gets reviewed and awarded c 30 days after resolution of the loss of service, if it qualifies.

Re: OFCOM Rules on Automatic Compensation

David1224 — Fri, 12 Sep 2025 18:06:04 GMT

Hi. We lost service from mid July until mid August 2025.

Re: OFCOM Rules on Automatic Compensation

Gliwmaeden2 — Fri, 12 Sep 2025 18:16:55 GMT

It's not worth chasing within 30 days of the resolution, @David1224.

Staff are not on here over the weekend. Monday could be within the time frame, but it would be helpful if you could be more precise with the dates.

You must complete your community forum profile details, as requested by @fr8ys. That information is needed to identify your account.

Re: OFCOM Rules on Automatic Compensation

Philile-TT — Mon, 15 Sep 2025 08:02:06 GMT

@David1224 could you please confirm you had total loss of services for a full month?

Re: OFCOM Rules on Automatic Compensation

David1224 — Mon, 15 Sep 2025 10:06:02 GMT

Hi Phili.
Yes, we sure did.
The lady crashed into the pole at lunchtime on the 19th July. Openreach cut all the cables for safety reasons during the afternoon. I called TalkTalk to report it on the 20th July. It eventually got fixed on the 21st August.

Re: OFCOM Rules on Automatic Compensation

Philile-TT — Mon, 15 Sep 2025 10:12:45 GMT

Thank you for the confirmation. Looking into your account, you have a full fibre broadband package. I will advise that you contact them with regards to this. Please use the Contact Number: 03451720074

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed.

Re: OFCOM Rules on Automatic Compensation

Philile-TT — Mon, 15 Sep 2025 10:13:31 GMT

I have also sent you a complaints link on your private message.

Re: OFCOM Rules on Automatic Compensation

David1224 — Mon, 15 Sep 2025 10:48:09 GMT

Thanks Phili.

I already went through that, but the first Complaints manager (Nonku) said that TalkTalk is not responsible for third-party acts. I showed her that recent OFCOM says that they are - its all part of the recent update (march 2025) to the rules. She said it was in the TalkTalk terms and conditions. I asked where, and she could not show me. Hence my message on this chat.

Since my message, I've just been assigned a new Complaints manager, who may be more understanding of the rules, but I think it's important that people understand and confirm that the OFCOM rules (that TalkTalk have signed up to) apply, do you not?

Re: OFCOM Rules on Automatic Compensation

Philile-TT — Mon, 15 Sep 2025 10:49:52 GMT

Hopefully it will get resolved soon enough as the case is now assigned to a different manager.