topic Re: Thanks but now leaving, no compensation due after 15 weeks without a landline in Billing

Thanks but now leaving, no compensation due after 15 weeks without a landline

Toadpip — Tue, 18 Apr 2023 08:16:13 GMT

Thank you for your previous attention. I was 15 weeks without a landline but apparently no compensation due as still had broadband service. Cancelled the boost after about 5 weeks and had these additional costs refunded. This was considered compensation as the landline is considered a free-be. Interesting interpretation of the advertising. Letters, by post, to try and register a formal complaint go unanswered. So I am calling it a day and transferring to EE/BT. Will continue with Skype for international landline calls, so much cheaper.

Re: Thanks but now leaving, no compensation due after 15 weeks without a landline

Gliwmaeden2 — Tue, 18 Apr 2023 09:08:39 GMT

If you were totally without landline (regardless of Broadband working) I think that you should have the compensation scheme on your side, @Toadpip.

Hopefully @Arne-TalkTalk will pick up the issue for you and check. I'm moving this to the billing section for you.

Re: Thanks but now leaving, no compensation due after 15 weeks without a landline

Arne-TalkTalk — Thu, 20 Apr 2023 11:30:35 GMT

Hi @Toadpip

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Thanks but now leaving, no compensation due after 15 weeks without a landline

Arne-TalkTalk — Tue, 25 Apr 2023 08:35:28 GMT

Hi Toadpip

We dont have any faults logged against your account so Auto compensation cant be applied, which is why compensation was manually applied.

Re: Thanks but now leaving, no compensation due after 15 weeks without a landline

Toadpip — Tue, 25 Apr 2023 11:22:36 GMT

Arne: Thanks for the email telling me that TalkTalk had not registered a fault on my landline. Can I refer you to my previous posts to the community in home phone: "phone message - sorry you cannot make calls from this line at the moment". (these are posted on the web with my name attached, some security). And I have a phone record on my mobile of making or attempting to make, 19 conversations with the UFO team. I don't have a record of the Live-Chat conversations but they, most of the time, said they could not deal with this and put me through to the UFO team. Have all these conversations been erased? I also have copies of two letters I sent to TalkTalk head office that did not get me anywhere for I assume I used the wrong password, account password not telephone password. Before I resolved my lack of contact to Canada with Skype, a fellow TalkTalk customer rang TalkTalk to plead on my behalf; but of course it does not work this way. So please do not tell me I did not have a fault on the landline. So the reimbursement of the payment for boosts while I had no phone are considered compensation.

Re: Thanks but now leaving, no compensation due after 15 weeks without a landline

ferguson — Tue, 25 Apr 2023 11:49:48 GMT

@Arne-TalkTalk Here is a link to the thread reporting and attempting to resolve the fault:

https://community.talktalk.co.uk/t5/Home-Phone/phone-message-sorry-you-cannot-make-calls-from-this-line-at-the/m-p/2943459

Re: Thanks but now leaving, no compensation due after 15 weeks without a landline

Arne-TalkTalk — Tue, 25 Apr 2023 12:06:02 GMT

Any auto compensation will need to go through the UFO team, they use different systems that we dont have access too.