topic Re: Compensation in Billing

Compensation

derbycountyfan — Thu, 05 Jun 2025 06:35:25 GMT

Good morning,

I have been promised compensation via online chat, for a delay in my service, when it was upgraded. I can't remember the exact amount, but it was quoted at £6.10 per day but I'm sure you will see this in your records. I'm still awaiting for this payment to be made to me. Please could someone advise.

Thanks.

Neil.

Re: Compensation

fr8ys — Thu, 05 Jun 2025 06:41:50 GMT

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 06:44:02 GMT

Yes, this has been done.

Re: Compensation

Gliwmaeden2 — Thu, 05 Jun 2025 06:53:30 GMT

Compensation takes c 30 days to show, after resolution of an issue, @derbycountyfan.

It will help clarify this if you can remember when it was resolved, and what was the original starting date supposed to be?

If the installation was by Openreach it's more straightforward regarding automatic compensation. Was it Cityfibre or another 3rd party?

This information helps other customers follow the case.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 06:56:43 GMT

I don't remember to be honest, but it was certainly more than 30 days ago. Openreach were not involved, it was when my package was upgraded. The last chatlog I have confirming the compensation was from 28th April.

Many thanks.

Neil.

Re: Compensation

Gliwmaeden2 — Thu, 05 Jun 2025 07:16:32 GMT

Thanks for the clarification, @derbycountyfan.

That's useful. When it's simply an upgrade of package, but service was maintained meanwhile, it's not always awarded.

Details of automatic compensation are here:

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

Support staff should reply shortly. Much will be done by PM but let us know how you get on.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 07:21:17 GMT

As I say, I have a chatlog from your customer services confirming this. Please see snippet.

Many thanks.

Neil.

Re: Compensation

Mandisa-TT — Thu, 05 Jun 2025 08:27:28 GMT

Hi @derbycountyfan Once the fault is resolved, your issue was resolved on the 28.04.2025, compensation is automatically calculated if eligible and an SMS and email is sent to the customer to inform them within 30 days of the fault resolution. I do understand you were advised of compensation however, it is subjected to eligibility, your issue was within the turnaround time and not eligible for auto compensation.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 08:32:48 GMT

I have clearly provided the evidence that this was promised to me by your customer service team. Please honor as advised. Please re-read the most recent online chats I have had with yourselves.

Many thanks.

Neil.

Re: Compensation

Mandisa-TT — Thu, 05 Jun 2025 08:35:52 GMT

I completely understand however, there credits were that added on your account for the inconvenience and the issue was resolved and you are not eligible for auto compensation. When an issue is resolved within SLA, customer is not eligible and I have checks on your account and you are not eligible.

Re: Compensation

fr8ys — Thu, 05 Jun 2025 08:38:12 GMT

@derbycountyfan Rather than pursue this here with a team that have had no involvement, I suggest you go back to the customer service team who gave you the promise and request they sort this out, especially as the support staff here say you are not eligible, so their hands are tied.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 08:37:52 GMT

Sorry, I'm not sure which bit you are failing to understand? Please read the most recent chat logs that I have had with your CS, where this compensation has been promised! The accepting of the closure of my complaint was bases on this, as you will see.

Many thanks.

Neil.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 08:42:25 GMT

I'd rather conduct this in public whereby everybody can see the lies that I've been told. How on earth would I be able to contact the same person again!

Many thanks.

Neil.

Re: Compensation

fr8ys — Thu, 05 Jun 2025 08:42:45 GMT

I'm not saying the same person @derbycountyfan , I'm saying the same customer service team, in this case chat. They were the team that promised you it, not the team here on the forum.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 08:44:21 GMT

It's TalkTalk right? Your lack of communication between teams isn't my problem.

Re: Compensation

Mandisa-TT — Thu, 05 Jun 2025 08:48:20 GMT

I completely understand however, you will need to contact our Full Fibre Team and they will be able to assist you further with your query, as I have checked on the auto compensation viewer, you are not eligible for auto compensation. Your account was credited for the inconvenience however, since you are not happy and you have advised that you were promised. I have sent you a private with the link with all the information regarding a complaint.

Contact Number: 03451720074

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Re: Compensation

fr8ys — Thu, 05 Jun 2025 08:50:39 GMT

Only trying to help @derbycountyfan but clearly not for you, and I'm a customer just like you, but one who volunteers their time to help fellow customers.

I just think it would be quicker and easier all round to go back to the source of the promise.

If you still remain unhappy, you can always follow the complaints procedure link at the bottom of each web page, but once you go down that route you will only be able to communicate with the complaints team and not here, via chat or via the helpline.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 08:57:46 GMT

Obviously I'm not happy. I've shown you the evidence whereby I was promised compensation!

Re: Compensation

Mandisa-TT — Thu, 05 Jun 2025 09:01:09 GMT

I understand @derbycountyfan , you can contact our full fibre team and they will be able to assist you further with your query.

Re: Compensation

derbycountyfan — Thu, 05 Jun 2025 09:43:58 GMT

This really is pathetic