on 26-08-2021 02:34 AM
I have been charged £65 for an OpenReach engineer visit that took place on Aug 3rd.
My internet was off completely. The fault was confirmed to me by the engineer to be a dead power supply unit to the OpenReach modem. Once this was replaced, the OpenReach modem regained power.
However, the TalkTalk router remained broken at this point - regardless of factory reset etc. Its WAN port had shut down. A second engineer later confirmed that this router's firmware could not be accessed at all despite being reset to factory conditions.
I was without internet in total from July 23rd/24th - Aug 9th when a second router arrived and the original was replaced.
I have been charged against my account despite the faulty equipment being firstly OpenReach's and subsequently TalkTalk's, and not 'related to a condition in your property or garden.'
I am disputing this £65 charge on my account and would appreciate help in getting this matter resolved, please, as I see no reason why I have been left out of pocket after already going over 2 weeks without internet in that property.
on 14-10-2021 12:20 PM
Apologies for the delay.
I'm sorry you haven't received Auto compensation, we'll look into this. Have sent you a private message requesting for further details.
on 09-10-2021 04:46 PM
I understand, sorry I didn't realise that at first glance.
I thought I would wait on replying until I heard something about my auto-compensation, unfortunately I haven't received any such compensation yet and haven't heard anything from TalkTalk - would you happen to know how I should go about chasing that?
on 17-09-2021 11:21 AM
on 16-09-2021 11:34 PM
Thanks for pointing me in the right direction - unfortunately it seems that I'm only able to claim a refund of £33.05. Is there any reason why this might be the case? That's about half of the amount I was charged originally. I attach an image in zip file.
If there's any further information about a timescale for the auto-comp it would be super appreciated.
on 10-09-2021 02:02 PM
on 10-09-2021 12:54 PM
Thank you! How do I go about requesting a refund sorry?
Thanks for looking into the auto comp - I understand if there's a delay (thanks for the info @Gliwmaeden2 ) but a timeline would be greatly appreciated.
on 10-09-2021 12:51 PM
I have investigated this and the charge will be returned, you will be able to request a refund in the next 24 hours. As for the Auto comp I will ask the team to look into it.
Sorry for any inconvenience caused.
on 07-09-2021 10:20 PM
Sorry, @fmcateer, I have no idea how long they are currently taking. It seems to be an industry-wide issue.
Best to wait for staff to get back to this thread!
on 07-09-2021 08:09 PM
Hey, thank you very much for re-escalating.
Regarding the loss of service compensation - that's ok, I can keep waiting. Would you happen to know on average how long it might take to be processed? I ask because I'm afraid of TalkTalk not counting the first time I attempted to report the problem to them on July 24th.
07-09-2021 07:28 AM - edited 07-09-2021 07:41 AM
@fmcateer, I'll re-escalate this thread to keep it in the workflow for Arne to look into the engineer's charge for you.
Regarding the compensation for loss of service, we are not quite at 30 days yet (if you count 9th August as the day it was resolved, the 10th would count as waiting 1 day etc) and there is a nationwide backlog, according to the big pink notice in the article.
on 07-09-2021 01:04 AM
Apologies for the delayed response. I have now updated my community profile to include my TalkTalk home telephone number. And my mobile, which is the number I actually use.
I haven't heard anything yet regarding automatic compensation - I haven't received any such compensation as of today (Sept 7th).
If there's any more information needed please let me know and I'll try to provide it.
on 27-08-2021 12:07 PM
Thanks for your post, sorry that you are having problems.
If you would like us to look into this, please can you update your community profile to include your home telephone number, we will then be able to have a look at your account.
To do this go into 'my settings' then 'personal information' then add your details.
on 26-08-2021 11:27 PM
There are two issues here, @fmcateer.
For staff to check the engineer's charge, please complete your community forum profile details so that they can identify your account.
You need to go via your avatar/name; settings; launch profile wizard.
Separately, regarding the loss of service, it may be that you should receive automatic compensation:
Your thread is in the queue for attention from staff. If you don't hear back on here on Friday it will be next week. Please look out for their reply.