topic Re: Compensation in Billing

Compensation

essexbloke — Thu, 06 Apr 2023 10:49:54 GMT

Hi,

From around the 1st February for several weeks we had no service at all, it`s all logged on my previous post, do you think we will ever get some form of compensation ? It would help with the extra mobile data we had to buy. ?

Re: Compensation

Gliwmaeden2 — Thu, 06 Apr 2023 11:28:02 GMT

I'll move this to the billing section of the forum for you, @essexbloke.

Details of how compensation is calculated are here:

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

It's generous per day, to cover your extra expenses, so you don't get a separate allowance to cover your mobile bill. It's far more than pro rata what you pay per month.

It does take some time to process and it is just over the month since resolution now.

Staff will reply today or after the Bank Holiday.

Re: Compensation

essexbloke — Thu, 06 Apr 2023 11:32:44 GMT

Thank you

Re: Compensation

Arne-TalkTalk — Tue, 18 Apr 2023 13:24:48 GMT

HI essexbloke

When did the service come back on? I cant see any fault logged in our fault management system.

Re: Compensation

essexbloke — Tue, 18 Apr 2023 13:55:12 GMT

Hi, i rang and reported that we were offline on the 1st February , it had all gone off the previous evening due to a car hitting the pole.

Later that day i reported it on here, the previous post to this......titled..... No further contact from openreach...... i think.

We were offline / no phone or broadband for the whole of February to the 1st of March, in fact most of the village was down.

Thanks,

Re: Compensation

Gliwmaeden2 — Tue, 18 Apr 2023 14:26:28 GMT

There should be a record, @Arne-TalkTalk :

https://community.talktalk.co.uk/t5/Future-Fibre/No-further-contact-from-Open-reach/td-p/2948269/page/2#M14094

@Chris-TalkTalk also had trouble tracking it down: it's FTTP not FTTC.

Re: Compensation

essexbloke — Wed, 19 Apr 2023 10:26:46 GMT

PLEASE DO NOT MAKE COMMENTS ON THIS POST UNLESS YOU ARE TALK TALK ADMIN

Hi, this post has the full story.

No further contact from Open reach ? - Page 2 - TalkTalk Help & Support

Hi, i rang and reported that we were offline on the 1st February , it had all gone off the previous evening due to a car hitting the pole.

Later that day i reported it on here, the previous post to this......titled..... No further contact from openreach...... i think.

We were offline / no phone or broadband for the whole of February to the 1st of March, in fact most of the village was down.

Thanks,

Re: Compensation

Arne-TalkTalk — Wed, 19 Apr 2023 10:39:47 GMT

I am looking into this, Auto compensation goes off our internal fault reference, there isnt one against your account, , but from your post in the broadband section you reported this to Openreach directly, this is not a problem, I just need to get fault reference from Openreach's system to explain this to the Auto Compensation team.

Re: Compensation

essexbloke — Wed, 19 Apr 2023 10:44:04 GMT

That`s really strange, i only reported it through your foreign agent and on here, i wouldn`t have thought i could report to openreach, this is mega strange, lets hope you get to the bottom of it,

Thank you

Re: Compensation

Arne-TalkTalk — Wed, 19 Apr 2023 10:56:17 GMT

because its classed as damage to external equipment ie the pole , Openreach are responsible and do take fault reports in that instance

Re: Compensation

essexbloke — Tue, 25 Apr 2023 16:48:55 GMT

Any news yet, it's nearly a week ?

Re: Compensation

essexbloke — Thu, 27 Apr 2023 15:49:58 GMT

Hi, this really is going beyond a joke now, i have been very patient, this fault dragged on for a few weeks, it took a gang of openreach guys several days to fix it, so surely it was logged somewhere, no way did i report it myself, i wouldn`t know even who to ring, it was all done through talk talk if you look at my previous posts........ can someone please reply ?

Thanks, EB

Re: Compensation

Gliwmaeden2 — Thu, 27 Apr 2023 17:30:43 GMT

Re-escalated for you, @essexbloke.

Re: Compensation

Arne-TalkTalk — Fri, 28 Apr 2023 07:36:58 GMT

Hi essexbloke

Sorry for the delay

The Auto Compensation claim has now been requested (the delay was caused getting the Openreach reference, apologies for not keeping you updated). Once the investigation is complete you will receive an SMS/Email.

Regards.

Re: Compensation

essexbloke — Fri, 28 Apr 2023 08:09:04 GMT

Thank you appreciate that, thanks all for your help 🙂 EB

Re: Compensation

essexbloke — Fri, 12 May 2023 09:08:43 GMT

Thanks for all your help, the email arrived this morning stating that compensation is being paid into our account, it`s a very generous offer and easily covers the extra mobile data that i had to pay.

Thank you very much,

Re: Compensation

Arne-TalkTalk — Fri, 12 May 2023 10:59:18 GMT

No Problem, happy to help.