Pay for mobile data needed for work

[Sassah82]

I was told I have a faulty router. For the first time in years, strangely just 10 days before switching to another provider. No solution, no Internet. Need connection for work so had to buy expensive data add-on with my mobile provider. Expect this to be at least £60-70. No one available on chat. Would like talktalk to reimburse me for that!

[siphosethu-TT]

Hi there @Sassah82, has the issue been resolved, or do you still need any assistance? Thanks

[fr8ys]

I will close this thread to new replies.

Good luck.

[Sassah82]

I have raised a formal complaint,  can this be closed please?

[fr8ys]

As I said, explain the issue and what steps have been taken to try and resolve it and staff here can look I to if you wish.

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

[Sassah82]

The point is that I'm paying for a service that I'm not receiving. Irrespective of what I use my broadband for.

[Gliwmaeden2]

@Sassah82, you need to refer to these specific Ts&Cs  - it does matter what you need broadband for:

 

Talktalk's responsibility is limited to you as a domestic customer:

 

[Sassah82]

Thank you for your answer. It shouldn't matter what I need broadband for, work or not, but it makes it more urgent working from home. My company pays a fixed allowance.

I have no idea what they are planning to do. They ran tests and said it's a faulty router. Then the agent said he transfer me and that's that. Never got connected to another person.

[fr8ys]

Here's a link to the help article regarding compensation.

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

And you can find a copy of contract conditions at the foot of each webpage, if you can't find your original contract e-mail.

[fr8ys]

I think you will find that TalkTalk will only pay compensation in accordance with Ofcom rules.

Also your connection is designed for residential personal use only. If you have a look at the conditions of the contract you will see that business use is excluded under these terms. Therefore compensation and consequential losses would be excluded.

Won't your firm pay towards your connection if they require you to work from home?

Are TalkTalk looking into your issue and trying to restore your connection?

Are they sending you a new router?

If not and you'd like staff here to look into this for you please explain the issue and what steps you have tried to rectify this.

You will not be prejudiced by the fact you are leaving as they have a legal obligation to rectify customers issues.