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Total Loss of Service Compensation not paid

Popular Poster
Message 4 of 4

17th Feb total loss of service fault reported. Received email & SMS confirmation. 3rd March fault fixed, again received email & SMS confirmation.
Date reported

17/02/2022: Fault reference number REP-10971325 . Openreach Reference number for the damage raised- MY2QKM58
Fault was broken lines on telegrapgh pole & engineers had advised that a pole replacement and reconnection of lines was required..

So now 13th April and still no compensation. Went on to chat and they have concluded that I am only owed a total of £13.10 in compensation. I had a total loss of service from the 17th Feb to the 3rd March. I have emails and SMS messages from talktalk confirming the date the fault was reported and when it was fixed. So excluding the first 2 days that leaves 13 clear full days that I had a total loss of service. When asked about how they got to £13.10 was told that it didn't qualify for automatic payment as there is a note on the record of 'no clear code'.
OFCOM: Is your provider signed up to the scheme? TalkTalk (joined 1 April 2019)

When you will receive compensation: Compensation should be paid no later than: 30 calendar days after the loss of service is resolved or the service is terminated

OFCOM Amount of compensation:£8.40 for each calendar day that the service is not repaired Total loss of service is when you can’t use your phone and/or broadband service at all. Once you’ve made us aware of your loss of service, we’ll have two working days to try and fix the problem. After this, we’ll compensate you £8.40 per day starting from the third day until the day we restore your service, providing the fault is within the TalkTalk or Openreach network.

I will be putting a formal complaint in and if still not resolved will continue it on to the ombudsman.


Message 1 of 4

Message 2 of 4

How long should this take?


Support Team
Message 3 of 4

Hi @Debyred


I have asked the Auto compensation team to investigate,


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