topic Re: Automatic Compensation for Loss of Broadband in Billing

Automatic Compensation for Loss of Broadband

PreGP — Fri, 07 Apr 2023 06:45:50 GMT

My Full Fibre 500 service went down on 27th January 2023. I reported it to Talktalk on 28th January and the service was eventually restored (alter multiple frustrating webchat with advisors) on 17th February 2023. I have been patiently waiting since then for the "automatic compensation" and nothing has appeared. I have continued to be charged for each month including for the time I had no service and in addition had to spend £30 extra on a vodafone unlimited data sim card for the time I had no service. Perhaps someone could chase this up for me. The Ofcom website says compensation at £8.40 per day of lost service should be paid and should be received within 30 days of the service being restored. Talktalk joined the Ofcom automatic compensation scheme on 1 April 2019, but so far don't seem to be complying with the standards they signed up to.

Re: Automatic Compensation for Loss of Broadband

Gliwmaeden2 — Fri, 07 Apr 2023 07:21:56 GMT

You will always be billed as normal, @PreGP, and it is important to keep up with the regular Direct Debit payments.

Automatic compensation is generous pro rata per day precisely because of the inconvenience and extra expenses that you incur when coping with no service. It's calculated after the resolution of the fault.

It does seem long overdue, so staff can look into this for you on their return. This is likely to be after the Bank Holiday weekend.

Talktalk's information on automatic compensation:

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

Re: Automatic Compensation for Loss of Broadband

Arne-TalkTalk — Tue, 11 Apr 2023 08:39:21 GMT

Hi @PreGP

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

I have sent you a PM on the community

Regards

Re: Automatic Compensation for Loss of Broadband

PreGP — Sun, 30 Apr 2023 09:45:17 GMT

Hi @Arne-TalkTalk

I've just returned after being out of the UK for three weeks and tried to respond to your private message to me but the link doesn't seem to work now. Can you send me another PM? Still not received any compensation for he loss of service in January/February.

Re: Automatic Compensation for Loss of Broadband

Gliwmaeden2 — Sun, 30 Apr 2023 10:54:01 GMT

@PreGP, PMs need to be turned around as soon as possible as the link usually has a very short shelf life.

I'll re-escalate this for you.

Arne won't be back on here before Tuesday.

Re: Automatic Compensation for Loss of Broadband

Arne-TalkTalk — Tue, 02 May 2023 08:20:39 GMT

Hi PreGP

I have resent the link.

Thank you.

Re: Automatic Compensation for Loss of Broadband

Chippy2 — Fri, 29 Mar 2024 16:02:33 GMT

I had lost my broadband over 30 days ago and had no internet all weekend but I was due a credit but no refund has been given has yet has I’m unhappy

Re: Automatic Compensation for Loss of Broadband

Arne-TalkTalk — Tue, 02 Apr 2024 08:51:38 GMT

@Chippy2 To save confusion with the original poster can you start a new topic and we can investigate this for you.