Automatic compensation - faulty router

[Chocisfab]

Hi all,

Does anyone know if having a faulty router is classified as being able to receive automatic compensation? 
The engineer that came to my house and gave me a new one says that I am, but my application was denied and I don’t know why… I was without internet for a week and half and took the first available engineer appointment. The faulty router was also a Talktalk one. 

[Arne-TalkTalk]

Hi Chocisfab

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

I have sent you a PM on the community

Regards

[Gliwmaeden2]

You'd get compensation for complete loss of the internet service, @Chocisfab, but not for the faulty router.

Support teams should have investigated the router issue first, as if that is all that was wrong, you shouldn't have had an engineer along till it had been checked with a replacement. 

Staff will need you to clarify the sequence of events, but wait for them to respond before posting further, to keep your thread moving forward in the queue for attention. 

If you are due compensation, it should happen automatically, but takes a month or so after the issue is resolved to come through. You don't apply for it.

I'll move this to the billing section for you.