loss of broadband auto compensation.

[lucas15]

I am confused about how Talktalk work out auto compensation.

My Hub stopped working on Friday 2nd May, I phoned Talktalk to report the problem, I spent ages going through the various test etc + the speech problem, and they finally agreed that the Hub was faulty, they would send a Hub ASAP, I received the replacement Hub on the following Thursday, so no broadband for 7 days including part days. On Saturday 3rd May I had an email stating that my system is now OK,very odd, so I called Talktalk about this, they said ignore it.

I was told to wait for 30 days for it to appear on my account.

Anyone know how it actually works ?

[amahle-TT]

I am glad to hear that, should you require further assistance please do not hesitate to reach out to us.

Have a good day and take care😊.         

[lucas15]

Everything is working fine on my broadband, I will just have to wait 30 days to see if I get any compo.

I will only be home now and again. cheers Pete.

[amahle-TT]

Okay, I will look into this for you. Please confirm if you are messaging us from home.

[lucas15]

Yes.

I set up the new hub and everything was back to normal, it's just the hassle of connecting all my kit, the wifi cameras are a pain in the butt to set up.  

When talking to your team I tried to get across that they never ask if you get your hub wi-fi network come up on the available networks drop down box, I get 20 numbers on my street come up, except mine, so its obvious that the wireless part of my hub has failed.

I made a point of checking this out on the new hub, it was there straight away on start up.

On your old routers there were several lights to show what is working.

[Mandisa-TT]

Hi @lucas15 The TalkTalk policy states you will need to give TalkTalk 2 working date SLA from the day the fault is reported until the day it is resolved, weekends and Bank Holidays are NOT included in the 2 working day SLA period. 

Auto compensation for repair delay is calculated once the fault has been fully resolved and if the fault is eligible.
 
Once the fault is resolved, compensation is automatically calculated if eligible and an SMS and email is sent to the customer to inform them within 30 days of the fault resolution. Can you confirm if your services are now working or you still having issues?

[Gliwmaeden2]

Not a problem at all, @lucas15.

It's just that Talktalk has to follow Ofcom's rules with all of this.

The price rise they add in April each year is a separate issue, but something that's notified both in the month ahead and the start of our contract  - so not that quick, was all I was trying to say!

It is quite a hike though @ £3.00 on more recent contracts - we'll see that reflected in this past month's national inflation figures. Another bright idea from OFCOM, to change it to a fixed figure instead of CPI + 3.7% as it used to be, which was far kinder to people on lower priced fixed term contracts.

[kanya-TT]

We apologize, Lucas15 and I totally understand. Do you still have loss of broadband?  

Kanya

[lucas15]

😀I'm a 74 year old pensioner with a few marbles left, but I struggle with all the info you have to read to sort a problem, let alone trying to talk to those at the call centres.

[kanya-TT]

 Hello, Lucas15. You are eligible for automatic compensation once you qualify, but please be aware that this will be credited to your account 30 days after the issue has been resolved. For more information about TalkTalk's compensation program, please follow this link; About your auto compensation credit

Kanya

[Divsec]

@lucas15 you'll do for me😃

[lucas15]

Sorry if i'm a problem, not everyones perfect.

[Gliwmaeden2]

Ummm...the price rise is accepted as part of the contract, when we sign up / renew, @lucas15.

The compensation scheme is simply following Ofcom's rules, and it's quite clear that they allow a month after resolution before we can get them chased up.

[lucas15]

🤣🤣Thats for sure, they sure are quick in adding the price rise in April, 

[Divsec]

Hi @lucas15 whichever I can guarantee you won't be able to book a holiday with it😄

[Gliwmaeden2]

@lucas15, you are overlooking the middle column in the Ofcom chart, which does state the same 2 working days to give a realistic amount of time for engineers to try to resolve the issue. 

Not really contradictory. 

[lucas15]

Thanks for the reply.

I have already seen the Talktalk chart, it starts on the same day as my problem, it differs from the Ofcom chart, one states as in my case 2 days compo, the other states every calender day, 5+ days, see screen capture, this is why I am confused. I guess that I will have to wait 30 days to see a result.

[Divsec]

Hi @lucas15 you should find all the answers here

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