Credit

[chappers]

I received a call today 27/06/2023 from a senior complaints manager in respect of 2 engineer visits and charges applied to my account. After the conversation I was offered a full credit due to the circumstances and the fact my line was still down.However on checking my account I see that I have only been credited for one visit of £75.

I also requested details of our conversation to be forwarded,to include details of. credit amount ,that the  further engineers visit will not be chargeable and that compensation will be addressed due to weeks of below guaranteed speeds.Having specially requesting this I am most disappointed,as it would have saved time for future agents to chase this shortfall in the credit.

[Arne-TalkTalk]

Hi @chappers

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

[Gliwmaeden2]

Talktalk sends out engineers if you are getting consistently below the minimum guaranteed speed for your line, @chappers, but compensation is only awarded if there's a complete loss of service. Details here:

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

Staff will be back during the day to look into the missing engineer credit.

Your post is in the queue for attention. 

If there are further issues with the line, start a new topic for that on the appropriate message board as staff may be able to help further.