Refund for loss of service
on 05-08-2023 03:26 PM
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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Router
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10 REPLIES 10
on 16-07-2024 01:39 PM
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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on 16-07-2024 01:23 PM
Message 2 of 11
How do I claim compensation for landline loss for 28 days
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on 06-09-2023 08:16 AM
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
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on 05-09-2023 05:40 PM
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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on 05-09-2023 04:28 PM
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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on 15-08-2023 09:09 AM
Message 6 of 11
Hi
Ive resent it to you.
Thank you
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on 13-08-2023 03:09 PM
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.
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on 13-08-2023 03:01 PM
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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on 07-08-2023 08:57 AM
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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on 05-08-2023 03:42 PM
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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