Delayed Compensation

[genx1b]

Hi, I ordered Full Fibre 900 with VOIP on the 19th Sept 24, the service finally went live on the 5th March 25. When I enquired via on line chat on the 11th Feb for a installation / go live update I was informed within the conversation I would receive compensation after the go live activation. From what I have read, I believe it should show on my account after 30 days from the 5th March 25 (activation). To date I can't see any indication on my account that any form of compensation is either pending or has been applied. Please advise.

[ferguson]

@genx1b 

Did you have an ongoing TalkTalk broadband service in the meantime? 

[mandisa1-TT]

Hi there @genx1b . I have investigated the account and can see notes dated 09/05/2025 confirming the compensation is pending approval and will be credited to your account once processed. Can you please contact the full fibre team on 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed they will be able to assist you further. Thanks

[genx1b]

Thanks for the prompt response. It was a Openreach installation. In reference to compensation may not be applicable - I have a transcript dated 11th February stating compensation is applicable in this case and the cost - based on a go live date of 27th February. However that date came and went, finally going live on the 5th March. I spoke with your colleague on the 9th May and they too said compensation is applicable and a revised cost due to the late go live date delay from the 27th Feb to 5th March. Your colleague also stated on the 9th May the compensation was working through the system and would applied soon to my account as a credit. Regards.

[Gliwmaeden2]

Was it a Cityfibre / other or Openreach set up, @genx1b?

Also, if you basically already have a service running [so not totally without service] and it's simply a delayed upgrade, compensation is not always applied.

We need a bit more detail to know your situation. 

[genx1b]

Hi TalkTalk, after a challenging 30 minute wait and selecting various options I finally managed to speak to a member of your team on the 9th May in reference to my compensation entitlement for the heavily delayed full fibre 900 installation to my property. However here we are on the 24th June and I still can't see any further progress / updates by email or on my account. Is there a mandatory time scale for compensation payments? Could you take a look and see where we are upto? Regards.  

[amahle-TT]

I am sorry for that please do keep trying and you need to choose an option of speaking with an agent and it will take you through to someone. 

[genx1b]

Hi TalkTalk, Thanks for the prompt response. The number above takes me to a automated service and then terminates by asking me to communicate via Whats App and 'Sara' the assistant via a link sent to a mobile phone. I would very much prefer to speak to someone instead, your Chatbox / Sara is time consuming and very frustrating. Is it it possible to speak to someone? Please advise.

[amahle-TT]

Hi there @genx1b, thank you for reaching out. 

Kindly contact our full fibre team and they will be able to assist you further:

Contact Number: 03451720074  

Opening Hours: 

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

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