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.

[derbycountyfan]

As I say, I have a chatlog from your customer services confirming this. Please see snippet.

Many thanks.

Neil.

[Gliwmaeden2]

Thanks for the clarification, @derbycountyfan.

That's useful. When it's simply an upgrade of package, but service was maintained meanwhile, it's not always awarded.

Details of automatic compensation are here:

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

Support staff should reply shortly. Much will be done by PM but let us know how you get on.

[derbycountyfan]

I don't remember to be honest, but it was certainly more than 30 days ago.  Openreach were not involved, it was when my package was upgraded.  The last chatlog I have confirming the compensation was from 28th April.

Many thanks.

Neil.

[Gliwmaeden2]

Compensation takes c 30 days to show, after resolution of an issue, @derbycountyfan.

It will help clarify this if you can remember when it was resolved, and what was the original starting date supposed to be?

If the installation was by Openreach it's more straightforward regarding automatic compensation. Was it Cityfibre or another 3rd party?

This information helps other customers follow the case.

[derbycountyfan]

Yes, this has been done.  

[fr8ys]

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you