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on 20-11-2023 11:18 AM
Hi,
I received a text on Saturday 18th November advising of a credit of £130.62 added to my account for the delay in fixing a repair issue, no broadband service. This amount equates to 14days loss of service when in fact it was a much longer period 20thSept to 2nd Nov inclusive. Which by my reckoning, omitting the first 3 days and wekends is 29 days.
The history of the sorry saga can be found here: https://community.talktalk.co.uk/t5/Broadband/Connected-No-Internet/m-p/2995451
This relates to my Fibre 35 plus mobile contract. Many fault reports, on line chats , phone calls from managers were raised regarding this issue and each time Talktalk acted on the matter they then closed the fault on Track my Fault stating "they believe the issue is fixed" when in fact it wasn't. Why they close a fault without verifying with the customer is anyone's guess. Most likely a cynical attempt to to reduce compensation amounts.
Anyway the following reports and complaints were made.
20.09.23 Rep-13407131, 21.09.23 CMP-516264, 23.09.23 Rep-13419662, 12.10.23 CMP-531803, Rep-13512395, Rep-13534507 These are the ones I know of, a few disappeared into the ether before I had the chance to take a note of them.
I'd be grateful if someone could have a look at this as going without broadband for 43 days, still paying the full monthly amount and only being compensated for 14 days seems like a real bum deal to me. It's certainly not in the spirit the auto compensation scheme was introduced for.
Many thanks in anticipation.
on 08-01-2024 12:05 PM
@lyndylou! please start a new topic and ensure that you community profile is updated.
on 05-01-2024 08:55 PM
@lyndylou!, are you with an Openreach set up or CityFibre?
The compensation kicks in automatically with Openreach but usually has to be chased specially with some of the other firms.
Details of the ideal scenario here:
https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583
However, posting on another customer's thread is not the way to get help. You need to return to the message board and click on start a topic.
Staff only reply to the original poster. Also, ensure that you have added your Talktalk phone number / account number in Personal Information, for staff to identify your account. You'll find that in your profile area.
Go via your avatar/name; settings; drop down menu....SAVE CHANGES.
Staff will respond after the weekend.
on 05-01-2024 07:01 PM
Hi, I was without a landline from 5-11-2023 until 16-11-2023 due to a wide spread local problem which open reach eventually repaired. As yet i have heard nothig about compensation which I believe is automatic for TalkTalk customers?
on 08-12-2023 07:00 AM
No problem, happy to help.
on 07-12-2023 03:38 PM
Hi Arne,
I received an email today regarding this and I am pleased to say that the matter is now resolved. Many thanks for your help with this issue.
Best Regards
Hugh
on 04-12-2023 02:04 PM
Okay. Many thanks.
Hugh
on 04-12-2023 11:49 AM
I dont have an exact timescale but it wont be too long, hopefully this week.
on 04-12-2023 11:35 AM
Hi Arne,
Thanks for the feedback. Is there an estimated timescale of how long this will take.
Hugh
on 04-12-2023 10:17 AM
Hi Hugh88
It is still with the Auto compensation team.
on 04-12-2023 08:32 AM
Hi Arne,
I haven't received any SMS/Email from the Autocompensation team and it's now been two weeks since I raised this. Could you ask them what the current status is please.
Thanks
Hugh
on 22-11-2023 09:26 AM
on 20-11-2023 04:06 PM
Hi Arne. Many thanks for this.
Hugh
on 20-11-2023 02:57 PM
Hi @Hugh88
I have asked the Auto compensation team to investigate again.
Once the investigation is complete you will receive an SMS/Email.
Regards