topic Re: About compensation for my broadband disconnection in Billing

About compensation for my broadband disconnection

yjiang — Thu, 06 Feb 2025 10:43:31 GMT

Since my broadband service has been disconnected for 23 days (13 Jan to 5 Feb), there should be compensation into my account. Could somebody here help to make sure that the compensation will be added into my billing. Thanks.

About broadband service disconnection, it can be checked in my another post https://community.talktalk.co.uk/t5/Billing/My-broadband-was-disconnected/m-p/3095733#M336693.

Re: About compensation for my broadband disconnection

Gliwmaeden2 — Thu, 06 Feb 2025 11:00:54 GMT

As mentioned in your previous thread - nothing can be done by staff ahead of the time scale needed by the Compensation scheme.

It can only be investigated if you have not received the email within the month, @yjiang.

Re: About compensation for my broadband disconnection

Arne-TalkTalk — Tue, 11 Feb 2025 12:40:49 GMT

Auto compensation can take up to 30 days after the fault is resolved.

Re: About compensation for my broadband disconnection

yjiang — Thu, 27 Feb 2025 12:38:06 GMT

Yesterday I received message about £48.8 compensation. According to the following ofcom webpage, I am qualified for £9.76 compensation for each day. £48.8 is only for 5 days compensation but my service has been disconnected for 23 days and should be £224.48.

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

Re: About compensation for my broadband disconnection

yjiang — Thu, 27 Feb 2025 14:10:15 GMT

My issue is not "Delays with the start of a new service". It is "Delayed repair following loss of service".

The following are the summary of whole procedures to fix loss of service:

My service was disconnected unexpectedly on Jan 13 2025.
On Jan 13 2025, TalkTalk custom service said that my issue can only be fixed by fake home moving to the same home address. The scheduled home moving date is set to 28 Jan 2025. As result of fake home moving, my contract was renewed to be started on Jan 28, 2025
On 27 Jan 2025, OpenReach engineer visited my home to reconnect service. But he could not confirm whether the reconnection works because TalkTalk scheduled my moving home date is the next day
On 28 Jan 2025, there was no Broadband service
On 4 Feb 2025, TalkTalk engineer visited my home to confirm Openreach engineer did not reconnect my service properly
On 5 Feb 2025, Openreach engineer came my home to reconnected service

My broadband service has been disconnected from 00:00 13 Jan 2025 to 11:45AM 5 Feb 2025.

Re: About compensation for my broadband disconnection

Arne-TalkTalk — Thu, 27 Feb 2025 14:12:30 GMT

was the service was disconnected due to a cancellation request?

Re: About compensation for my broadband disconnection

yjiang — Thu, 27 Feb 2025 14:24:34 GMT

1. In the morning of 14 Dec 2024, I rang TalkTalk to cancel broadband service scheduled on 13 Jan 2025

2. In the afternoon of 14 Dec 2024, I rang TalkTalk again to change my mind and canceled the cancellation of my contract. My service contract was renewed

Re: About compensation for my broadband disconnection

yjiang — Sun, 02 Mar 2025 20:33:40 GMT

Why were I own £34.83 for February? I remembered that I had around £40 credits on my account last month. It seems that I were charged for more than £70 for Feburary. When I clicked the bill details but keep loading and never showed the details. It seems that I were charged for the fake home moving.

Re: About compensation for my broadband disconnection

yjiang — Mon, 03 Mar 2025 16:19:42 GMT

It is ridiculous that I were charged £123.06 last month due to the fake Home moving. TalkTalk's fault caused service disconnection and then charged me £100 for problem solving without compensation.

I wish I can get reply by tomorrow. Otherwise, I will escalate the dispute to ofcom.

I think that the following £27 is for March, £26.11 is for February and £69.95 is for fake home moving.

Edit: bill removed from display. Phone number had not been redacted.

Re: About compensation for my broadband disconnection

yjiang — Mon, 03 Mar 2025 10:58:25 GMT

I tried to ring TalkTalk customer service but hang me automatically to say that I can check bills online. It seems that here is the last resort that I can contact TalkTalk to solve the issue.

Re: About compensation for my broadband disconnection

Arne-TalkTalk — Mon, 03 Mar 2025 11:38:47 GMT

Hi yjiang

A credit has been raised to reverse the charge on the bill.

Re: About compensation for my broadband disconnection

yjiang — Mon, 03 Mar 2025 16:07:41 GMT

Thanks! I have seen credit been raised in March bill.

@Arne-TalkTalk When will I get response about my compensation for service disconnection?

Re: About compensation for my broadband disconnection

Gliwmaeden2 — Mon, 03 Mar 2025 16:21:57 GMT

It's not been fully 30 days since resolution, @yjiang, so can't be investigated yet.

I've removed your bill from public display as it showed your full phone number. Always redact sensitive information before posting in the public thread.

Re: About compensation for my broadband disconnection

yjiang — Fri, 07 Mar 2025 12:05:19 GMT

It has been 30 days since resolution. What is response for my compensation request?

Re: About compensation for my broadband disconnection

Gliwmaeden2 — Fri, 07 Mar 2025 14:14:03 GMT

I'll re-escalate this thread for you, @yjiang.

It's likely to be Monday now before you get a reply.

Re: About compensation for my broadband disconnection

Arne-TalkTalk — Wed, 12 Mar 2025 09:45:33 GMT

Hi yjiang

I have asked the Auto compensation team to pick this up.

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

Regards