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No internet connection for over 2 weeks

andygello555
First Timer
Message 3 of 3

I started a thread in broadband a couple of days ago to get this fixed and after a visit from OpenReach engineer, the fault was found to be in the switch box near my flat. So not down to damaged equipment or anything that would be my fault.

After this visit, I was charged in full for my monthly bill rather than being reimbursed for this fault. I was not charged for engineer visits however I am entitled to compensation after not having a usable Wifi connection for 3 weeks.

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2 REPLIES 2

Arne-TalkTalk
Support Team
Message 1 of 3

Hi @andygello555

 

You will be eligible for auto compensation, it can take upto 30 days after the fault is fixed.

 

Once the engineer report is received you will receive an SMS/ Email

 

If nothing is received after 30 days please post back and we can investigate. 

 

Regards 

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Gliwmaeden2
Community Star
Message 2 of 3

@andygello555, normal billing continues as usual when there's a fault.

 

Compensation is calculated after the fault is sorted, and gives a generous daily amount. How the days are calculated is described in this link:

 

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

 

There is a backlog for processing this, and it's not ever going to be instant. 

 

It's likely to be well into January before you can chase it up.

 

Gliwmaeden2, a fellow customer.
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