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About your auto compensation credit

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Update as of 22nd May -

Following Ofcom’s guidance there is a reduced scope of the automatic compensation scheme due to the COVID-19 (coronavirus) outbreak. Our engineers are prioritising support to critical services and vulnerable people who are reliant on their communications services. We also face reduced access to homes and this may mean a delay to our installations and repairs.

We will be paying automatic compensation for any missed appointment from 7th May 2020. Also any of our customers who’ve experienced a total loss of service and a delay in our ability to fix it will be credited. The credit will apply for each day of service lost and will be based on the daily service charge. The credit will be added to affected customers bills within 30 days of the fix and we will do our best to make that as fast as possible.


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.

Automatic compensation applies to all phone & broadband orders, total loss of service faults and missed engineer appointments that occur after the 1st April 2019. It means that in certain circumstances, you’ll receive compensation if you experience a total loss of service, delays to the start of your service or if an engineer misses an appointment. Select one of the following for more information:

 

 

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.

 

 

Looking for help ?

We have a reduced support team available at the moment, which means the wait times to speak to us may be longer than usual. Why not manage your account or get help with your services online using one of the below options