Billing

[Trish18]

My router stopped working , it took 6 days for an engineer to come when he did he had to replace my router. I had no Internet in that time. I had to use my mobile data and had a bill for £94.. I was told that I could be compensated for my costs .. but can not find a way to retrieve these costs. 

[Trish18]

OK thankyou for that . I hadn't noticed the phone number.

But it clearly states that I paid £94  on that invoice. So the charge  is there..

[Arne-TalkTalk]

I have removed the image as it shows your full mobile number on the public forum. 

[Arne-TalkTalk]

You are going to call us and speak to the mobile team, I cant see any indication that you have been charged £94 

[Trish18]

I lost my internet on Friday 10th May. I logged it online on Friday 10th. Saturday 11th I spent a good one and a half hours online chat to try and resolve the problem. I was using mobile data for that conversation. The engineer was booked to come on Thursday 16th May... therefore I was using mobile data for 5 days while I was without the Internet. The new router was installed Thursday afternoon... them my mobile data use was back to normal. During that time I had had my phone cut off once becaus3 of extra charge. And then i kept topping up payments so that I would not get cut off again. 

[Arne-TalkTalk]

Your fault was logged 11.05 , resolved 16.05  mobile bill produced 25.05 = £10.70  

Ill ask again, When where you charged £94 by TalkTalk for the number ending 619 which you have confirmed is a TalkTalk mobile number

[Trish18]

Yes exactly my point. My bill is always roughly around the £10 area . Even with using mobile Data. But for the 5 days that I did not have a router it rose to £94 , because mobile data was all I had... t felt 7nfare as it was not my fault.

[Arne-TalkTalk]

I can see your TalkTalk mobile bills. which bill is the £94 charge on? last bill was £10.70 previous was £9.05

[Trish18]

Yes the mobile data usage was my mobile phone. It cost me £94  number  ending 619  . Because it was the only access to the internet that I had ... it was a lot of money that I would not use normally. 

[Arne-TalkTalk]

But did you use 1 of the mobile phones linked to your TalkTalk account?

[Gliwmaeden2]

Check the Ts&Cs linked at the foot of the page - it is what is agreed to re Talktalk's liabilities. 

When automatic compensation is due to be paid, it takes around a month after resolution of the fault to show, @Trish18.

[Trish18]

I don't think they will pay. It does seem unfair that I ended up with a mobile data bill through no fault of mine. It was their faulty router that caused the problem.

[Trish18]

I used my mobile data on my mobile phone because I had no Internet  in the house from the Friday until the engineer came on the Thursday. 

The person on chat told me I would be entitled to compensation as it was not my fault that I had no Internet. I was contacting talk talk through chat .. thus giving me a large mobile data bill. 

[Arne-TalkTalk]

Hi Trish18

Mobile data usage does not come under the auto compensation policy, it looks like the fault was reported on a Saturday so would not have been picked up till Monday to book the engineer and was resolved on the Wednesday, So Auto compensation is only owed for 1 day.   

You have 2 mobile sims with us , was the data usage on one of those sims? 

[ferguson]

You may be entitled to a certain amount of compensation as set out here:

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

Unfortunately, I think it unlikely that TalkTalk will cover the costs of data you paid for elsewhere. 

This has been escalated to the support team here, please give them a day or two to respond.