No broadband for 4 days but no credit despite asking

[TrixieRa]

Hello,

I was down from broadband for 4 days and spent lots of time (understatement!) online and on the phone trying to resolve the issue.  It was a fault at the exchange, but I had to hang around for a home appointment initially

I was told credit would be given, but two bills later, nothing.

I have raised the issue online and was told it would be addressed.

Now some 10 years plus into my contract, I am now not sure about renewal in March.

So what else can I do, please?

[Philile-TT]

@TrixieRa please refer to your inbox. 

[TrixieRa]

Not great customer service to a loyal and aged customer!

[Philile-TT]

I understand and I will send a complaints link on your private message if you wish to lodge a formal complaint. 

[Philile-TT]

@TrixieRa the repair case was Opened on the 8th of November 2025 by an agent and closed on the 10th of November 2025 because an engineer appointment was booked for the PM slot 13:00pm-18:00pm.

[TrixieRa]

I should not have been told online by your advisor that my loss of service would be compensated for!  So misleading

[TrixieRa]

Hi,

The internet went down Friday the 7th when I reported it online and again on the 8th.

Service was not restored until late on 11 November.

So it looks like you are saying that 5 days days without internet is just tough on me, despite paying extra for extra data on my phone to cover my usage on other devices

[Philile-TT]

@Gliwmaeden2 thank you for the support. 

[Gliwmaeden2]

@TrixieRa, 

If they were talking about automatic compensation, and the fault started on a Friday, for example, it would not qualify if resolved before the Wednesday, as the first weekend doesn't count as work days and you have to allow engineers two full working days to then fix things.

Details of the scheme are here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_com...

It's worth checking exactly which days were affected etc.

And after it's resolved, it takes up to 30 days to show.

[Philile-TT]

I have looked into the account, and the first repair case was open on the 8th of November 2025 and closed as resolved on the 10th of November 2025, that was during the weekend, and weekends are not included in compensation. Could you please refer to the below link with information about compensation.  

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

The other repair case was opened on the 28th of November and closed on the 29th of November. The most recent case which is the December case was opened on the 16th of December 2025 and was closed on the 17th of December 2025. Cases resolved within a day do not qualify for compensation. 

[Philile-TT]

Hi there @TrixieRa I just need to check your account and advise further.