topic Re: Internet down compensation in Billing

Internet down compensation

wincerind — Fri, 05 May 2023 10:25:33 GMT

I reported my internet down on Fri 17th Mar 2023
It was back up on Sat 25th Mar 2023 when an engineer visited with a replacement router.
This means it was down for 8 days and I am entitled to 6 days of compensation.
When/how will this be paid?

Re: Internet down compensation

Arne-TalkTalk — Fri, 05 May 2023 10:44:47 GMT

Hi @wincerind

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.

Regards

Re: Internet down compensation

wincerind — Fri, 05 May 2023 11:02:27 GMT

Info added as requested.

Re: Internet down compensation

wincerind — Fri, 05 May 2023 11:28:16 GMT

Profile info updated, as requested.

Re: Internet down compensation

Gliwmaeden2 — Fri, 05 May 2023 11:36:17 GMT

@wincerind, Arne will be back on your case as soon as possible.

Staff are not on here at weekends, however, and it can take time to check.

However here is the link to the auto compensation advice:

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

If you check the table that gives an example of total loss of service repair schedules, reported on a Friday, the compensation calculation would apply from the Wednesday, as they are given the weekend and a grace period to tackle the problem.

Re: Internet down compensation

wincerind — Fri, 05 May 2023 12:19:24 GMT

Hi, thanks.

I've been to that page already.

I'm querying because it's more than 30 days snce the fault was resolved and it was a "Total loss of broadband connectivity".

Re: Internet down compensation

Gliwmaeden2 — Fri, 05 May 2023 12:20:57 GMT

Just a heads up that it will cover 4 days, not 6!

Re: Internet down compensation

wincerind — Fri, 05 May 2023 12:28:43 GMT

I guess that's because the weekend doesn't count (working days). Thanks

Re: Internet down compensation

wincerind — Tue, 09 May 2023 17:15:54 GMT

Any progress on this?

Re: Internet down compensation

wincerind — Wed, 10 May 2023 09:15:58 GMT

Hi,

Is there any progress on this query?

Thanks

Re: Internet down compensation

Gliwmaeden2 — Wed, 10 May 2023 09:38:50 GMT

@wincerind, I re-escalated your thread last night after your previous post.

When Arne is on here, it will be working through the queue back to him.

Posting frequently has the effect of delaying it in the queue as it automatically treats further posts as an "answer". So just wait for his response.

Re: Internet down compensation

Arne-TalkTalk — Thu, 11 May 2023 09:06:08 GMT

Hi wincerind

I have asked the auto compensation team to investigate,

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

Regards