topic Re: Poor install and connection- compensation? in Fibre

Poor install and connection- compensation?

SteveBurrows — Mon, 28 Apr 2025 18:34:35 GMT

Booked internet installation on the 17th, after visits from 3 separate installers they got it on the 18th.

Since then the connection has had to be restarted nearly everyday (waiting 20 mins every time as per the advice from customer service).

We’ve now been told we need a new router which will take about 3 days to arrive.

Has anyone had any experience asking for compensation for poor service? Seems odd we’re still paying full price for this.

Re: Poor install and connection- compensation?

fr8ys — Mon, 28 Apr 2025 19:38:16 GMT

Details of compensation rates agreed with Ofcom can be found here. It should be automatic after 30 days if you qualify.

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

Re: Poor install and connection- compensation?

SteveBurrows — Mon, 28 Apr 2025 20:59:36 GMT

Thanks fr8ys, I can see this compensation advice covers complete loss of service after 3 days but nothing about my experience with on-off connection.

Seems paying for a service, with prolonged issues despite engaging with the customer support for solutions should be something considered too. Would be interested in hearing anyone’s experience engaging with this via complaints or Ofcom?

Re: Poor install and connection- compensation?

fr8ys — Mon, 28 Apr 2025 21:20:33 GMT

Apart from auto compensation, TalkTalk are not obliged to give any. Thats not saying they do or don't but each case would be considered on its merits.

Staff here are unable to negotiate anything that involves money, be that renewals or compensation.

You would need to progress this yourself through the complaints procedure if you wish to pursue.

Please note that once you start a complaint, no other TalkTalk staff can look into your issue except a complaints manager from the CEO office, so I think in your case let the staff handling your issue resolve it, then maybe progress the issue of compensation if you still wish to do so.

Also bear in mind that TalkTalk are actively seeking to resolve this by sending a new router and this seems in line with Ofcom guidelines.

Probably not what you wish to hear, but I'm trying to manage your expectations.

I hope the new router resolves your issue.