Renewal gift card and compensation request

[mk123]

Hello,

I have two queries:

1) The retentions/loyalty team promised me a £40 voucher at renewal, around a month ago. I have seen no sign of it - can I request that please

2) My upgrade to Fibre 150 didn't go smoothly and I was left without service. Can I check that compensation is being applied for that, as the live chat agent at the time said it would? Please see https://community.talktalk.co.uk/t5/Fibre/Problems-after-Fibre-150-Digital-Voice-installed-today/m-p... for details

Thanks 

[Arne-TalkTalk]

Hi mk123

I have asked the auto compensation team to investigate,

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

Regards

[mk123]

Thanks @Arne-TalkTalk . My conversation with TalkTalk live chat:

18:32, Apr 6
Ellie: Our system is calculating any compensation that is due to you under the industry compensation scheme. Once we have gathered all of the information about
your fault/order delay, we will automatically work out how much you're due and apply this to your account. We'll always do this within 30 days of the fault being
resolved/order going live.

[Arne-TalkTalk]

Can you also confirm the dates, I cant find a fault that was logged with us.

[Arne-TalkTalk]

I will ask the auto compensation team to look into this

[mk123]

@Arne-TalkTalk ?

[mk123]

Thanks Arne. I had the gift card come through, but nothing about the compensation, and it has been over 30 days. Can you please investigate? I was informed on live chat at the time that compensation would be applied for the service disruption.

[Arne-TalkTalk]

If applicable, Auto Compensation can take upto 30 days after the problem is resolved, You will receive a SMS/Email if the claim is successful. 

[mk123]

Thanks - that is the renewal gift card? What about the compensation for the service loss?

[Arne-TalkTalk]

The details have been sent to Giftcloud, I'm waiting for there reply, will let you know when, It should be sometime this week. 

[mk123]

any update please

[mk123]

Thanks. To confirm, you are escalating with regards to both queries?

[Arne-TalkTalk]

Thank you I will escalate this for you

[mk123]

Answered, thanks

[Arne-TalkTalk]

Hi @mk123

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

I have sent you a PM on the community

Regards