topic Re: Compensation for no broadband in Billing

Compensation for no broadband

AndyTrav — Wed, 19 Mar 2025 20:02:51 GMT

Hi,

I lost my broadband connection on the 28th December 2024 and it wasn't restored until the 23rd Jan 2025 when I fitted a replacement router.

I was told there would be automatic compensation for loss of service and that it would be refunded 30 days after the problem was sorted.

Well, 30 days has elapsed some time ago now and still there is no compensation.

I do not want to go on the chat again as I have spent upwards of 10 hours trying to get the problem fixed and then trying to get a refund for the incorrectly charged engineer that neither identified the problem or fixed it.

What is the best method to get this compensation claim actioned without me having to sit at a screen for hours on end?

Is this message board a method ???

Many thanks

Andy

Re: Compensation for no broadband

ferguson — Wed, 19 Mar 2025 20:09:24 GMT

The support team here can certainly look into this for you, just wait for them to respond. If it was a faulty router issue at stake though that isn't strictly speaking covered under the automatic compensation scheme.

Re: Compensation for no broadband

Arne-TalkTalk — Thu, 20 Mar 2025 12:53:58 GMT

Hi AndyTrav

I have asked the Auto Compensation team to look into this.

They will contact you via Email/Sms when they have completed their investigation.

Re: Compensation for no broadband

AndyTrav — Mon, 24 Mar 2025 21:39:47 GMT

I do have a screenshot of the comment made by the case manager that i would be eligible for compensation and that he would ensure it is applied. Then a month later another member of the team promising to chase it up. And another month after that and I still haven't either heard anything or received anything!

I can't believe this is standard behaviour from talktalk. It is so frustrating.

Re: Compensation for no broadband

AndyTrav — Mon, 24 Mar 2025 21:42:00 GMT

Thank you, how long is it likely to take the team to contact me ? It's been 4 days since you replied to my original post.

Cheers

Re: Compensation for no broadband

Arne-TalkTalk — Tue, 25 Mar 2025 11:06:50 GMT

Unfortunately i am not given a timescale it shouldn't be too long