topic Re: Automatic compensation not received in Billing

Automatic compensation not received

pickle456 — Thu, 21 Dec 2023 15:32:00 GMT

We had no internet from 11/10/23 to 25/10/23 inclusive due to TalkTalk thinking we had upgraded to full fibre when we hadn't, then cutting off our copper line.

Multiple advisors told me over the phone that we would get automatic compensation within 30 days of the issue being fixed, but we did not receive this on our December bill which is well outside the timeframe they mentioned.

Can someone look into this for me please? The lack of internet cost us financially through having to buy data packages to tether to our phones and also in time, as I spent hours on the phone to TalkTalk advisors trying to get the bottom of what the problem was. I think we deserve some money back!

Re: Automatic compensation not received

Gliwmaeden2 — Fri, 22 Dec 2023 21:16:23 GMT

Staff will be back from the 27th, @pickle456, to look into billing issues.

Re: Automatic compensation not received

Arne-TalkTalk — Wed, 27 Dec 2023 14:12:50 GMT

Hi pickle456

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: Automatic compensation not received

pickle456 — Wed, 27 Dec 2023 16:48:52 GMT

Hi @Arne-TalkTalk

I've made those updates to my profile as requested.

Thanks!

Re: Automatic compensation not received

Arne-TalkTalk — Thu, 28 Dec 2023 09:09:32 GMT

Hi pickle456

I have asked the Auto compensation team to investigate,

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

Regards

Re: Automatic compensation not received

pickle456 — Thu, 28 Dec 2023 09:55:09 GMT

Thank you! How long should this take?

Re: Automatic compensation not received

Arne-TalkTalk — Thu, 28 Dec 2023 10:42:26 GMT

Shouldn't take too long, im not what there staffing levels this week.