Eligible for compensation?

[Jolie1]

Hello,

I was recently with a total loss of service from 13.04.25-24.04.25 due to an issue with the lines underground outside my house.

After reading up on auto-compensation and discussing this with someone on the TalkTalk chat whilst I was out of service and arranging engineers (I understand chat agents are a different department from here), I was anticipating my bill to be adjusted 30 days after resolution.

I have not received an email or text to indicate that I am eligible nor have my bills been adjusted and I am wondering why this might be.

I am not a fibre customer and I was without any internet from 11.04 (MJ Quinn engineer attended 12.04) and again 13.04 until BT engineers attended 24.04, so indeed a total loss of service.

Is anyone able to help me understand?

Many thanks

Jo

[sabelo-TT]

Hello there @Jolie1, thank you for bringing this to our attention as I will look into this matter on my end. I would also ask for us to continue with our conversation privately as the information that will be discussed will be account information which is sensitive. 🙂