topic Compensation in Billing

Compensation

Alvwiam5 — Fri, 03 Feb 2023 10:17:02 GMT

I was without a telephone line and internet access for 9 days last November, which meant that I could not contact TalkTalk to inform them of the problem. It was a general problem in my area as some 800 properties were without any service. When I was finally able to contact TalkTalk regarding the total loss of service, I was informed (via Chat) that I would be eligible for a compensatory payment of £8.40 for each day when the service was unavailable. I have now been offered a total of £8.40 compensation for the loss of service rather than £8.40 a day. I'm not sure why I am not receiving the industry agreed sum when my neighbours with other service providers are receiving the £8.40 per day. Can anyone explain why this is the case?

Re: Compensation

Gliwmaeden2 — Fri, 03 Feb 2023 12:02:37 GMT

This page details how compensation works, @Alvwiam5:

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

Unfortunately they seem to presume that you perhaps have a mobile signal left when all else is down! They put the onus on the customer to let them know:

However, if you complete your community forum profile details, staff should be able to look into this for you and ask the compensation team to revisit your case.

Don't post any personal information on the open forum pages.

Go via your avatar/name; settings; Personal Information.

SAVE CHANGES.

Re: Compensation

Gliwmaeden2 — Fri, 03 Feb 2023 12:04:52 GMT

Moving this to the billing section for you, @Alvwiam5.

Re: Compensation

Arne-TalkTalk — Fri, 03 Feb 2023 12:33:17 GMT

Hi @Alvwiam5

Thanks for your post

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

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.

Regard

Re: Compensation

Alvwiam5 — Fri, 03 Feb 2023 16:52:50 GMT

My profile is up to date.

Re: Compensation

Arne-TalkTalk — Mon, 06 Feb 2023 13:21:40 GMT

Hi Alvwiam5

There is no account information in your profile can you try again.

Thank you.

Re: Compensation

Alvwiam5 — Mon, 06 Feb 2023 15:46:27 GMT

I've tried again.

Re: Compensation

Arne-TalkTalk — Tue, 07 Feb 2023 09:45:07 GMT

Hi Alvwiam5

I have asked the Auto compensation team to investigate,

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

Regards