topic Re: No phone since Sunday in Billing

No phone since Sunday

Jason10jedburgh — Wed, 15 Jan 2025 13:45:52 GMT

Can I confirm that although I've been having problems since reported on Thursday and could not realistically use the telephone.

Since Sunday, as reported, when my router stopped working I have been without telephone and until I purchased a 3rd Party router I was without Internet until yesterday.

As mention I had to spend money to get my Internet working, so that hasn't been solved by you yet and the phone is still not working.

Reading about the automatic compensation, I believe that should start today. Can you please confirm that is the case?

Re: No phone since Sunday

Jason10jedburgh — Wed, 15 Jan 2025 13:52:19 GMT

The new eero router was delivered today and so I would consider the Internet has having been fixed from today.

However, no digital voice adapter was delivered, so I am still without telephone.

As I pay extra for the telephone, I consider that to still be classed as being without service and so I'm assuming the compensation will continue until this is fixed?

Re: No phone since Sunday

Gliwmaeden2 — Wed, 15 Jan 2025 14:02:40 GMT

Automatic compensation is calculated from after the issue is sorted, @Jason10jedburgh, as they don't yet know the total number of days.

Your thread is in the queue for attention so staff will be able to check what's happening with the DVA.

Re: No phone since Sunday

Arne-TalkTalk — Wed, 15 Jan 2025 15:18:21 GMT

Auto compensation is not applicable in this instance as an engineer was not required.

Re: No phone since Sunday

Jason10jedburgh — Wed, 15 Jan 2025 15:40:44 GMT

Does that mean being without internet since Sunday and the telephone still isn't connect doesn't get compensation for lose of service?

So I'm currently paying for something which you aren't providing?

Re: No phone since Sunday

Arne-TalkTalk — Thu, 16 Jan 2025 10:12:33 GMT

It doesnt qaulify for auto compensation, but once the phone is restored we can add credit to your account as an apology

Re: No phone since Sunday

Jason10jedburgh — Thu, 16 Jan 2025 17:58:34 GMT

Thank you for clarifying that with me but, I've just noticed an email from yesterday that says "Your new Fibre 150 and Voice Package".

I have not contacted you about a new package and so do not understand how I could have be signed up for this?

Can you please explain?

Re: No phone since Sunday

Gliwmaeden2 — Thu, 16 Jan 2025 18:04:40 GMT

It's probably one of their generic emails that gets triggered when a new Eero or digital voice adapter gets sent out.

Referring to your other thread, @Jason10jedburgh:

https://community.talktalk.co.uk/t5/Full-Fibre/Router-keeps-cycling-between-white-and-flashing-orange-light/td-p/3089921#M35868

Re: No phone since Sunday

Arne-TalkTalk — Tue, 21 Jan 2025 12:27:23 GMT

Have you received the DVA?

Re: No phone since Sunday

Jason10jedburgh — Wed, 22 Jan 2025 13:07:46 GMT

Yes the DVA arrived on Friday and I tested over the weekend. It was not working but I have now managed to get it working correctly.

Regards,

Jason