topic Re: Unpaid compensation payment in Broadband

Unpaid compensation payment

Boundser — Thu, 27 Nov 2025 15:00:32 GMT

Hi,

can anybody tell me how long it should take to receive a compensation payment. I was told approximately 7 weeks ago that I was due compensation for loss of service for a week and was told a figure I would get. Still no sign of it,

Re: Unpaid compensation payment

Mandisa-TT — Thu, 27 Nov 2025 15:10:33 GMT

Hi @Boundser I will be able to assist you with checking this for you.

Once your fault is fully resolved, we automatically calculate any potential compensation based on eligibility. Here’s how it works:

Notification: You’ll receive an email and SMS notification within 30 days after the resolution to inform you of your compensation status.
Account Check: After that, you can check My Account to see if the credit has been applied to your account.

Re: Unpaid compensation payment

ferguson — Thu, 27 Nov 2025 15:10:50 GMT

Who told you and have you got back to them? Compensation is paid where eligible as set out here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_compensation_credit

Re: Unpaid compensation payment

Mandisa-TT — Thu, 27 Nov 2025 15:12:09 GMT

Thank you @ferguson

Re: Unpaid compensation payment

Boundser — Thu, 27 Nov 2025 15:19:10 GMT

I was told on a phone call by a talktalk employee,

Re: Unpaid compensation payment

Boundser — Thu, 27 Nov 2025 15:21:11 GMT

It was fully resolved approximately 7 weeks ago and I was told during a phone call that I received from talktalk that I would be getting compensation. I have checked more than once since that time and have received nothing

Re: Unpaid compensation payment

Mandisa-TT — Thu, 27 Nov 2025 15:21:23 GMT

I understand @Boundser, I've accessed your account and am reviewing it now. I will update this post with the resolution shortly.

Re: Unpaid compensation payment

Boundser — Thu, 27 Nov 2025 15:22:11 GMT

Thank you

Re: Unpaid compensation payment

Mandisa-TT — Thu, 27 Nov 2025 15:36:03 GMT

I appreciate your patience. I've reviewed your account and found that you experienced an issue last month with your services not working. On October 13, 2025, you spoke with our complaints team, and it was agreed that a credit would be applied to your account, which will go toward your monthly bill. I can apply that credit for you now, and you should see it reflected in your account within the next 24 hours. I’ll also send you a private message shortly to confirm the amount before we proceed with the credit.

Re: Unpaid compensation payment

Boundser — Thu, 27 Nov 2025 15:40:10 GMT

Ok thanks

Re: Unpaid compensation payment

Mandisa-TT — Thu, 27 Nov 2025 15:44:17 GMT

Thank you so much @Boundser I've applied the credit to your account, and I sincerely apologize for the wait you've experienced. Thank you for your patience!

Re: Unpaid compensation payment

Boundser — Thu, 27 Nov 2025 15:46:33 GMT

Thanks for your help in sorting it

Re: Unpaid compensation payment

Mandisa-TT — Thu, 27 Nov 2025 15:49:10 GMT

You most welcome, you will be able to see the credit on your myaccount within the next 24 hours. Is there anything else I can assist you with?

Re: Unpaid compensation payment

Boundser — Thu, 27 Nov 2025 15:55:16 GMT

No nothing else thanks

Re: Unpaid compensation payment

Mandisa-TT — Thu, 27 Nov 2025 15:58:04 GMT

If you need anything else in the future, please feel free to reach out. Enjoy the rest of your day!