topic Re: Refund for loss of service in Billing

Refund for loss of service

Mally4 — Sat, 05 Aug 2023 14:26:00 GMT

On Monday the 24th of July my broadband died.

After contacting a VERY unhelpful person the response i got was " we will not replace any equipment".

The following day i spoke to another VERY helpful person who deduced that the power supply for the router was dead. He agreed to send a replacement, the power supply arrived but not until Friday the 28th July meaning i was without the broadband service i had paid for for 5 days.

How do i go about claiming compensation for the loss of service for the 5 days it was down ?

Nobody from talktalk has contacted me to sort this out, no email, text message, nothing.

Re: Refund for loss of service

ferguson — Sat, 05 Aug 2023 14:42:12 GMT

Equipment failure is not specifically covered by the automatic compensation scheme, although you might expect some kind of goodwill gesture in the circumstances. I have moved this to the Billing section for you and the support team will respond as soon as they pick it up next week.

Re: Refund for loss of service

Arne-TalkTalk — Mon, 07 Aug 2023 07:57:45 GMT

Hi @Mally4

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

I have sent you a PM on the community

Regards

Re: Refund for loss of service

Mally4 — Sun, 13 Aug 2023 14:01:09 GMT

I have just read the message as i have been away on holiday.

When i click the link in the message all i get is a page with the following message --

Something went wrong.

Oops! You shouldn’t be seeing this. Please return to the social channel and contact your agent to try again.

I also cannot reply to your pm as the site says i have sent too many replies and i have to wait ??

I have sent no messages at all.

I also get error messages saying i have an invalid HTML link in the message body, there aren't any links.

Please advise on next steps.

Re: Refund for loss of service

Gliwmaeden2 — Sun, 13 Aug 2023 14:09:13 GMT

@Mally4, I've just managed to send you a test message, so there is no problem with that, in theory.

However, any PM that may have needed a reply to staff is likely to have contained a link. That will have expired, so staff will need to send you another one after the weekend.

It requires a prompt reply, as the links have a very short shelf life.

Re: Refund for loss of service

Arne-TalkTalk — Tue, 15 Aug 2023 08:09:10 GMT

Ive resent it to you.

Thank you

Re: Refund for loss of service

Mally4 — Tue, 05 Sep 2023 15:28:39 GMT

I am still waiting to hear about compensation for total loss of my broadband which occured back in August, almost a month ago.

I see no adjustment on my bill and have heard NOTHING at all from anyone, perhaps you are thinking i will go away and forget it ?

I WONT. I lost broadband for a full week and want reimbursing for the days i paid for with no service.

The level of "service" is diabolical and not at a standard that i expect from a company..

Re: Refund for loss of service

ferguson — Tue, 05 Sep 2023 16:40:00 GMT

It generally takes a full billing cycle before any auto compensation is applied:

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

I have re-escalated this to the support team for you.

Re: Refund for loss of service

Arne-TalkTalk — Wed, 06 Sep 2023 07:16:04 GMT

Hi Mally4

I have asked the Auto compensation team to investigate,

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

Regards

Re: Refund for loss of service

Willow6 — Tue, 16 Jul 2024 12:23:44 GMT

How do I claim compensation for landline loss for 28 days

Re: Refund for loss of service

ferguson — Tue, 16 Jul 2024 12:39:25 GMT

@Willow6 You did start a topic on 10 June, but haven't posted since:

https://community.talktalk.co.uk/t5/Full-Fibre/Land-line/m-p/3045979

If due, automatic compensation generally takes at least one billing cycle to come through:

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

If you need any further support, then please start a new topic.