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About your auto compensation credit

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At TalkTalk, we’re committed to providing great value and the best service possible for our customers. As part of this commitment, we've joined the industry's automatic compensation scheme, which means we'll automatically compensate you with a credit on your account in certain circumstances.

Ofcom have advised that customers who have had their broadband installation delayed as a result of the current lockdown will not be eligible to claim compensation. This is because these measures have been put in place to safeguard customers and engineers and prevent the spread of COVID-19.


You'll receive compensation if you experience a total loss of service, delays to the start of your service for phone and broadband orders, or if an engineer misses an appointment. This will be credited to your account automatically and we'll send an email or text message to let you know, so you don't need to contact us to receive this. You should continue to pay your bills as normal whilst experiencing any issues. Select one of the following for more information about how compensation is calculated:




If you’re eligible for automatic compensation, we’ll let you know via email or an SMS. Compensation will be credited to your account within 30 days of a fault being resolved, a missed appointment or your service going live if delayed by TalkTalk.

You’ll be able to identify any automatic compensation on your online or paper bill, just look for one of the below within the Adjustments made section and remember, there’s no need to contact us as your credit will be added automatically within 30 days.

  • Delay Compensation
  • Missed Appointment Compensation (TalkTalk)
  • Missed Appointment Compensation (Openreach)


The compensation we offer in each scenario is in-line with all other major service providers who have joined the industry's automatic compensation scheme. We will not add any further compensation for delays to your service going live, missed appointments or delays in resolving a fault with your service. 


You’re still required to pay your monthly bill during an outage or loss of service, if eligible you’ll receive automatic compensation however no additional discount or refund will be provided on your monthly service costs.



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