Installation delay compensation claim.
The reason for my complaint is I am waiting for the compensation delay in the installation of the Fibre 150 service. As you can see my installation delay was 91 days so I am still waiting for the compensation to be paid.
Timeline of events
29 June 22
Fibre 150 order via mychat (see attachment) where the appointment date 14 July 22 for installation was confirmed.
14 July 22
Engineer called but could not complete the install because further external work required.
About 6 further engineer visits and the Fibre 150 was finally live on 14 October 22 (see email confirmation attached.
See attachment of Talk Talk compensation screenshot. Compensation paid within 30 days of service starting.
21 November (see mychat attached) Lovelle said compensation would be processed and reflected in my next Bill.
3 January 23 (see mychat attached) Jenevib said compensation would be paid in 72 hours.
10 January 23 (see mychat attached) Mark said the tools were not previously in place but were now so no need to contact again as compensation would be paid.
26 January 23 Phone call so no attachment, but I am sure on my account notes and voice recording this can be confirmed. Told a compensation form would be completed and escalated to management for approval which would be about 5 working days.
22 February 23 No communication or compensation received.
I then send an email, contents as above with added pdf’s of mychat conversations , to concerns@talktalkplc.com as listed on their web site.
This creates a Reference Number. Good I thought now we are getting somewhere.
But no a letter from Nqobile Mngadi Talk Talk Team advises me to contact the talktalk.co.uk/futurefibrechat!! Which I have tried 3 times plus telephone call.
Does anyone in the community know who I should try to contact to get this claim resolved.
D J White
