Automated Compensation

[mgbolt]

I am having trouble with getting compensation through the automated system. I first reported a fault on 18th December which was finally resolved on 27th January. I made contact with talk talk either via text, we chat or phone almost every day asking when the service would be corrected and was usually told openreach had been allocated and would fix it tomorrow. I raised a complaint and was being dealt worth by a manager who told me on the 27th January that I would receive compensation for loss of service (broadband) automatically within 30 days. this has not happened. I have called and chatted for several hours and was offered £35. When I pointed out the ofcom agreement was £8.40 per day I was informed I had not lost complete service so automated compensation will not be applied. Has anyone else experience this and how did you get resolution? 

[Gliwmaeden2]

@Thommy, this is a very old thread.

For staff support you need to return to the message board and click on start a topic.

If the new thread is not picked up today, it will be after the weekend before you get a response.

But, you will probably be told to speak to the Shell Migration team so you should try them on 03451 720088. They are the only people dealing with ex Shell customer complaints. 

[Thommy]

I am also in discussion with TalkTalk about automatic compensation. I was without service for 12 days back in September and did not receive any automatic compensation. Chasing it up with TalkTalk by Chatbot was very frustrating as the bot broke down not allowing text input about 30 minutes into the session. I then spent a further full hour talking on the phone waiting for an answer and the only response I could receive was that the system would not allow Any compensation. On the chat bot session previously I’ve been offered 10% of what TalkTalk say I’m entitled to. I had total loss of service as openreach Cut the cable in the street and other people In the street received compensation without having to chase it. I am now waiting to submit a formal complaint to talk talk. I suspect that part of the problem could be that I am a transfer in from Shell Energy, which is done in early July and don’t have the same rights as other TalkTalk customers or at least that is what the computer system thinks.

[Arne-TalkTalk]

Thanks for the update

[Gliwmaeden2]

You were right to stick to your guns, @mgbolt. Hopefully @Arne-TalkTalk will be able to feed back to the customer support team that their advice did not reflect the guidelines given even on Talktalk's own website. 

[mgbolt]

Thank you finally sorted. Managed to get the compensation as per the talktalk website. However only after sticking with it and insisting. Initially offered a figure around 10% of amount as per ofcom site. Then 75% and finally what I was owed. For some reason was informed automatic compensation would not have been applied as I did not lose both phone and internet?

[Arne-TalkTalk]

HI mgbolt.

I can see that a complaint manager has picked this up. 

Hope you get the resolution you want. 

[Gliwmaeden2]

It usually wouldn't show up until you see your bill, and often goes beyond the 30 day period cited, @mgbolt.

Staff can check it all for you. It's best to wait now for their reply, to keep the thread moving forward in the queue for attention. 

[mgbolt]

thank you. I was completely without broadband. I have read the article and when speaking to a representative she stated I was entitled but would have to wait for the automated scheme. I was given a goodwill payment but I was told that was for the poor service from the technical team. Being given a date and time for contact which was then missed

[Gliwmaeden2]

Talktalk has given you a goodwill gesture, @mgbolt.

Automatic Compensation doesn't apply for every single type of fault.

This is made clear in this article:

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

If you COMPLETELY lost Broadband and  / or Phone service, you should qualify. 

If it was repeated, frequent dropouts, you probably would not qualify. 

Staff will look into it. They are on here during the day, Monday to Friday.