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. This means we'll automatically compensate you with a credit on your account in certain circumstances when we provide your service.

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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 30 days after your issue has been resolved, 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.

Compensation credits

Select one of the following for more information about how compensation is calculated:

Delays to the start of your service

Total loss of service faults

Missed Appointments

Total loss of service faults

Total loss of service is when you can’t use your phone and/or broadband service at all. This doesn’t include your TV service or any service quality issues such as slow broadband speeds or a crackly phone line.

This table shows an example of how compensation is calculated for a total loss of service fault.

Type of Fault	Eligible for Automatic Compensation
Unable to make or receive calls	Yes
Total loss of broadband connectivity	Yes
Slow broadband speeds*	No
Unable to use any part of the TV service	No
Intermittent connectivity	No
Noise such as a crackle or hiss when making calls	No
Issues with calling features	No
Unable to call a specific number	No

*If you’re experiencing slow speeds, check out our Speed Code of Conduct policy or alternatively run a health check on your line.

Once you’ve made us aware of your loss of service, we’ll have two working days to try and fix the problem. After this, we’ll compensate you £9.76  per day starting from the third day until the day we restore your service, providing the fault is within the TalkTalk or Openreach network.

During our investigation, if we determine the cause of the fault is your own equipment or home setup you won’t be eligible for compensation. Additionally, any delays incurred as a result of you not being able to accept our earliest available engineer appointments won’t be eligible for compensation.

Example

If you’ve reported that your phone and broadband has stopped working on Friday morning and your service is restored the following Friday, you’d be entitled to compensation because we failed to restore the service within the two-working-day limit (the weekend days are excluded) and additionally £19.52 compensation because the total loss of service continued for two further full calendar days. In total you would therefore be entitled to £29.28 compensation. Your compensation will be added to your account automatically within 30 days of the fault being resolved.

Remember if you’re no longer able to keep an appointment, you must notify us before 12 noon on the day before your engineer is due to arrive. You won’t be eligible for compensation if you miss an appointment.

This table shows an example of how automatic compensation is calculated for a  fault.

Fri	Sat	Sun	Mon	Tue	Wed	Thur	Fri
			No	No	Yes	Yes	Yes
Fault reported to TalkTalk	Non-working day	Non-working day	Day one to resolve	Day two to resolve	£9.76	£9.76	£9.76 Resolved

Delays with the start of your service

It’s our aim to ensure that your services go live on the date we gave you in your welcome pack. However, we can only activate your services once our engineers have completed all their work at the exchange. Sometimes this takes a little longer than expected. We’ll give you £6.10 compensation if we miss the go-live date and then £6.10 for each full calendar day that your service is delayed.

Customers connecting on a Full Fibre trial are not eligible for this compensation. 

Example

If your service was due to go live on the 15th of the month but due to delays caused by TalkTalk your service didn’t go live until the 20th, you’d receive £6.10 because we missed the original go-live date and £24.40 for the four full calendar days your service was not activated. In total you would be entitled to £30.50 automatic compensation credit on your account within 30 days of your service starting.

Remember if you’re no longer able to keep an appointment, you must notify us before 12 noon on the day before your engineer is due to arrive. You won’t be eligible for compensation if you miss an appointment.

This table shows an example of how automatic compensation is calculated for a fault.

15th	16th	17th	18th	19th	20th
Yes	Yes	Yes	Yes	Yes	Now Active
Original go-live date	2nd day of delay	3rd day of delay	4th day of delay	5th day of delay	Service goes live

Missed appointments

We know how frustrating it can be to wait for an engineer appointment, only for them not to turn up. If we need to change your appointment we'll always aim to give you at least 24 hours notice. If an engineer misses their appointment with you, we’ll compensate you with £30.49 credit on your account. This applies to all appointments, including installations, upgrades and repairs when your service is provided through Openreach, and installation appointments for all other providers.

Remember if you’re no longer able to keep an appointment, you must notify us before 12 noon on the day before your engineer is due to arrive. You won’t be eligible for compensation if you miss an appointment.

Are you eligible for compensation? 

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. Remember, there’s no need to contact us as your credit will be added automatically within 30 days.

• Delay Compensation
• Missed Appointment Compensation

You may be eligible if you experience delays with us providing your service and missed installation appointments regardless of the network you’re on with TalkTalk.

Only TalkTalk customers who have their service provided on the Openreach network are eligible for auto compensation for Total loss of service fault delays and repair missed appointments. If your service is provided through one of our alternative networks, such as CityFibre, Freedom Fibre  or Community Fibre, we will provide appropriate compensation to such customers on request.

All customers connecting on a Full Fibre trial are not eligible for auto compensation. 

I'm not happy with the amount of compensation

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. 

Do I still need to pay my bill during a loss of 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.