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Openreach auto compensation not received and TalkTalk customer support has wrong information

Igneous1903
Participant
Private Message

on ‎28-03-2023 09:57 AM

Message 4 of 4

As per my previous posts on this saga. I reported on 11th january that I lost service on the 10th of janaury. Service was restored on 24th january. I am due 15 days of compensation and have waited the full length of time (and more) to receive it. I am leaving talk talk this billing month and want it paid before I go. Please help.

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3 REPLIES 3

Arne-TalkTalk
Support Team
Staff
Private Message
In response to Igneous1903

on ‎28-03-2023 01:10 PM

Message 1 of 4

Hi Igneous1903

 

I have asked the Auto compensation team to investigate,

 

Fault was logged on the 11th (wed) so the Thurs/Friday are exempt as is the 1st weekend so Auto comp starts Monday 16th though to 24th = 9 days

 

Once the investigation is complete you will receive an SMS/Email.

 

Regards

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Igneous1903
Participant
Private Message
In response to Gliwmaeden2

on ‎28-03-2023 01:00 PM

Message 2 of 4

Thanks for the reply,

 

The fault was confirmed by the engineer to be on the pole and on a connection before the master socket. He confirmed that both were part of the Openreach network and not my responsibility. I should be due 13 days at £8.40 per day, credited to my account within 30 days of a fault being resolved. We are now past 60 days. 

 

 

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Gliwmaeden2
Community Star
Private Message TalkTalk

on ‎28-03-2023 11:06 AM

Message 3 of 4

@Igneous1903, I'll move this to the billing section for you. 

 

Even when compensation is awarded, it doesn't include the first couple of days. Precise details here:

 

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

 

Screenshot_20230328-110310_Chrome.jpg

 

So it won't be 15 days x £8.40.

 

 

Gliwmaeden2, a fellow customer.

From the 29th of March our TalkTalk Community will move to peer-to-peer support and the TalkTalk team will no longer be here to support with queries. Don’t worry we still have plenty of ways to reach out if you need to speak to TalkTalk directly. For more details check out the link in the post at the top of any forum message board.
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