Compensation

[derbycountyfan]

Good morning,

I have been promised compensation via online chat, for a delay in my service, when it was upgraded.  I can't remember the exact amount, but it was quoted at £6.10 per day but I'm sure you will see this in your records.  I'm still awaiting for this payment to be made to me.  Please could someone advise.

Thanks.

Neil.

[nambuso-TT]

Hi there you can contact the above number so that you can schedule for another call back. Or since it was the weekend you please wait for the call back.

[derbycountyfan]

Can you find out what happened with the being contacted withing the next 24-48 hours??? Absolutely pathetic!

[Mandisa-TT]

I understand and that is why you will be contacted to get this issue resolved.

[derbycountyfan]

As per the screenshot I posted earlier, this has already been promised weeks ago.......

[Mandisa-TT]

As per notes on the account you will be contacted in the next 24-48hours regarding auto compensation.

[derbycountyfan]

Yes there is. You can pay me the compensation that you promised me in the chat log that I posted earlier......

[Mandisa-TT]

We don't like to see our customers upset and inconvenienced. I do see that you did contact the team on the details I have provided and you were advised that you will be contacted in 24-48hours, is there anything else we can assist you with?

[derbycountyfan]

This really is pathetic

[Mandisa-TT]

I understand @derbycountyfan , you can contact our full fibre team and they will be able to assist you further with your query.

[derbycountyfan]

Obviously I'm not happy.  I've shown you the evidence whereby I was promised compensation!

[fr8ys]

Only trying to help @derbycountyfan but clearly not for you, and I'm a customer just like you, but one who volunteers their time to help fellow customers.

I just think it would be quicker and easier all round to go back to the source of the promise.

If you still remain unhappy, you can always follow the complaints procedure link at the bottom of each web page, but once you go down that route you will only be able to communicate with the complaints team and not here, via chat or via the helpline.

[Mandisa-TT]

I completely understand however, you will need to contact our Full Fibre Team and they will be able to assist you further with your query, as I have checked on the auto compensation viewer, you are not eligible for auto compensation. Your account was credited for the inconvenience however, since you are not happy and you have advised that you were promised. I have sent you a private with the link with all the information regarding a complaint. 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

[derbycountyfan]

It's TalkTalk right?  Your lack of communication between teams isn't my problem.

[fr8ys]

I'm not saying the same person @derbycountyfan , I'm saying the same customer service team, in this case chat. They were the team that promised you it, not the team here on the forum.

[derbycountyfan]

I'd rather conduct this in public whereby everybody can see the lies that I've been told.  How on earth would I be able to contact the same person again!

Many thanks.

Neil.

[derbycountyfan]

Sorry, I'm not sure which bit you are failing to understand? Please read the most recent chat logs that I have had with your CS, where this compensation has been promised!  The accepting of the closure of my complaint was bases on this, as you will see.

Many thanks.

Neil.

[fr8ys]

@derbycountyfan Rather than pursue this here with a team that have had no involvement, I suggest you go back to the customer service team who gave you the promise and request they sort this out, especially as the support staff here say you are not eligible, so their hands are tied.

[Mandisa-TT]

I completely understand however, there credits were that added on your account for the inconvenience and the issue was resolved and you are not eligible for auto compensation. When an issue is resolved within SLA, customer is not eligible and I have checks on your account and you are not eligible.

[derbycountyfan]

I have clearly provided the evidence that this was promised to me by your customer service team.  Please honor as advised.  Please re-read the most recent online chats I have had with yourselves.

Many thanks.

Neil.

[Mandisa-TT]

Hi @derbycountyfan Once the fault is resolved, your issue was resolved on the 28.04.2025, compensation is automatically calculated if eligible and an SMS and email is sent to the customer to inform them within 30 days of the fault resolution. I do understand you were advised of compensation however, it is subjected to eligibility, your issue was within the turnaround time and not eligible for auto compensation.