topic Re: Billing in Billing

Billing

Trish18 — Wed, 29 May 2024 15:46:14 GMT

My router stopped working , it took 6 days for an engineer to come when he did he had to replace my router. I had no Internet in that time. I had to use my mobile data and had a bill for £94.. I was told that I could be compensated for my costs .. but can not find a way to retrieve these costs.

Re: Billing

ferguson — Wed, 29 May 2024 16:27:29 GMT

You may be entitled to a certain amount of compensation as set out here:

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

Unfortunately, I think it unlikely that TalkTalk will cover the costs of data you paid for elsewhere.

This has been escalated to the support team here, please give them a day or two to respond.

Re: Billing

Arne-TalkTalk — Thu, 30 May 2024 11:52:07 GMT

Hi Trish18

Mobile data usage does not come under the auto compensation policy, it looks like the fault was reported on a Saturday so would not have been picked up till Monday to book the engineer and was resolved on the Wednesday, So Auto compensation is only owed for 1 day.

You have 2 mobile sims with us , was the data usage on one of those sims?

Re: Billing

Trish18 — Thu, 30 May 2024 21:28:42 GMT

I used my mobile data on my mobile phone because I had no Internet in the house from the Friday until the engineer came on the Thursday.

The person on chat told me I would be entitled to compensation as it was not my fault that I had no Internet. I was contacting talk talk through chat .. thus giving me a large mobile data bill.

Re: Billing

Trish18 — Thu, 30 May 2024 21:30:50 GMT

I don't think they will pay. It does seem unfair that I ended up with a mobile data bill through no fault of mine. It was their faulty router that caused the problem.

Re: Billing

Gliwmaeden2 — Thu, 30 May 2024 22:00:28 GMT

Check the Ts&Cs linked at the foot of the page - it is what is agreed to re Talktalk's liabilities.

When automatic compensation is due to be paid, it takes around a month after resolution of the fault to show, @Trish18.

Re: Billing

Arne-TalkTalk — Fri, 31 May 2024 07:55:53 GMT

But did you use 1 of the mobile phones linked to your TalkTalk account?

Re: Billing

Trish18 — Fri, 31 May 2024 20:38:59 GMT

Yes the mobile data usage was my mobile phone. It cost me £94 number ending 619 . Because it was the only access to the internet that I had ... it was a lot of money that I would not use normally.

Re: Billing

Arne-TalkTalk — Mon, 03 Jun 2024 11:11:54 GMT

I can see your TalkTalk mobile bills. which bill is the £94 charge on? last bill was £10.70 previous was £9.05

Re: Billing

Trish18 — Mon, 03 Jun 2024 14:18:31 GMT

Yes exactly my point. My bill is always roughly around the £10 area . Even with using mobile Data. But for the 5 days that I did not have a router it rose to £94 , because mobile data was all I had... t felt 7nfare as it was not my fault.

Re: Billing

Arne-TalkTalk — Tue, 04 Jun 2024 12:01:46 GMT

Your fault was logged 11.05 , resolved 16.05 mobile bill produced 25.05 = £10.70

Ill ask again, When where you charged £94 by TalkTalk for the number ending 619 which you have confirmed is a TalkTalk mobile number

Re: Billing

Trish18 — Tue, 04 Jun 2024 12:13:48 GMT

I lost my internet on Friday 10th May. I logged it online on Friday 10th. Saturday 11th I spent a good one and a half hours online chat to try and resolve the problem. I was using mobile data for that conversation. The engineer was booked to come on Thursday 16th May... therefore I was using mobile data for 5 days while I was without the Internet. The new router was installed Thursday afternoon... them my mobile data use was back to normal. During that time I had had my phone cut off once becaus3 of extra charge. And then i kept topping up payments so that I would not get cut off again.

Re: Billing

Arne-TalkTalk — Tue, 04 Jun 2024 12:34:06 GMT

You are going to call us and speak to the mobile team, I cant see any indication that you have been charged £94

Re: Billing

Arne-TalkTalk — Tue, 04 Jun 2024 13:26:19 GMT

I have removed the image as it shows your full mobile number on the public forum.

Re: Billing

Trish18 — Tue, 04 Jun 2024 13:45:25 GMT

OK thankyou for that . I hadn't noticed the phone number.

But it clearly states that I paid £94 on that invoice. So the charge is there..