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Refund for loss of service

Mally4
Conversation Starter
Private Message TalkTalk
Message 11 of 11

On Monday the 24th of July my broadband died.

After contacting a VERY unhelpful person the response i got was " we will not replace any equipment".

The following day i spoke to another VERY helpful person who deduced that the power supply for the router was dead. He agreed to send a replacement, the power supply arrived but not until Friday the 28th July meaning i was without the broadband service i had paid for for 5 days.

How do i go about claiming compensation for the loss of service for the 5 days it was down ?

Nobody from talktalk has contacted me to sort this out, no email, text message, nothing.

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10 REPLIES 10

Message 1 of 11

@Willow6 You did start a topic on 10 June, but haven't posted since:

https://community.talktalk.co.uk/t5/Full-Fibre/Land-line/m-p/3045979

 

If due, automatic compensation generally takes at least one billing cycle to come through:

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

 

If you need any further support, then please start a new topic.

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Willow6
First Timer
Private Message TalkTalk
Message 2 of 11

How do I claim compensation for landline loss for 28 days

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Message 3 of 11

Hi Mally4

 

I have asked the Auto compensation team to investigate,

 

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

 

Regards
 

Message 4 of 11

It generally takes a full billing cycle before any auto compensation is applied:

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

 

I have re-escalated this to the support team for you. 

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Message 5 of 11

I am still waiting to hear about compensation for total loss of my broadband which occured back in August, almost a month ago.

I see no adjustment on my bill and have heard NOTHING at all from anyone, perhaps you are thinking i will go away and forget it ?

I WONT. I lost broadband for a full week and want reimbursing for the days i paid for with no service.

The level of "service" is diabolical and not at a standard that i expect from a company..

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Message 6 of 11
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Message 7 of 11

@Mally4, I've just managed to send you a test message, so there is no problem with that, in theory. 

 

However, any PM that may have needed a reply to staff is likely to have contained a link. That will have expired, so staff will need to send you another one after the weekend. 

 

It requires a prompt reply, as the links have a very short shelf life.

Gliwmaeden2, a fellow customer.

Mally4
Conversation Starter
Private Message TalkTalk
Message 8 of 11

I have just read the message as i have been away on holiday.

When i click the link in the message all i get is a page with the following message --

Something went wrong.

Oops! You shouldn’t be seeing this. Please return to the social channel and contact your agent to try again.

I also cannot reply to your pm as the site says i have sent too many replies and i have to wait ??

I have sent no messages at all.

I also get error messages saying i have an invalid HTML link in the message body, there aren't any links.

Please advise on next steps.

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Arne-TalkTalk
Support Team
Staff
Private Message
Message 9 of 11

Hi @Mally4

 

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

 

Regards

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ferguson
Community Star
Private Message TalkTalk
Message 10 of 11

Equipment failure is not specifically covered by the automatic compensation scheme, although you might expect some kind of goodwill gesture in the circumstances. I have moved this to the Billing section for you and the support team will respond as soon as they pick it up next week. 

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Anonymous User