appropriate internet compensation

how do I find/obtain that? Thanks!

is there supposed to be something specific I should add in the search other than SLA talktalk as that just brings up loads of talktalk forum messages with people also asking how to obtain a copy of it?

thanks, my main issue was the time it has taken to resolve it (and hence how much time has been wasted calling them up on at least a 3x weekly basis, with their suggestions actually making the problem worse plus waiting in for engineers, waiting for manager phonecalls that never occur etc), rather than the dropping connection itself (we've just become so used to having it cut out continually given how long it has gone on far and just reset the router as needed)

if BT had actually looked at our line correctly in the first place (when they came out nearly 4 months ago) then I wouldn't have had to waste so much of my life, plus my partner wasting 5 days of loss of income to wait in for them to turn up, or not half the time) - do they have a claim against BT for not doing their job properly, or could I take it up with them?

I wouldn't go to small claims over it, I've wasted far too much of my life on that company now and will be leaving as soon as my 12m contract is up next month, I just thought it was amazing to offer so little (£5) for the total inconvienence and aggravation they have caused me over the last 5 months

iniltous wrote: »

You mention BT, but it's nothing to do with 'BT', Openreach supply TT with the network that TT use to supply you...TT get compensated by OR automatically when service is affected due to OR's network, you have no claim against OR, TT do, but TT have probably already received compo from OR
As far as not turning up, BT Consumer ( nothing to do with OR) offer compo for missed appointments, you would have to check with TT if they also do this, but the compo they have offered may already include this.
As you say, if OR had fixed the issue on the first attempt a lot of this could have been avoided, but TT do the initial fault diagnosis, and if they had you playing with the router etc, it would seem that the problem wasn't obviously an OR line plant problem , and unfortunatly lines that have intermittent faults, but test ok, can be hard to fix,

It was just total chaos - half of the talktalk people I spoke to said they could "definitely see a fault on the outside line and it was nothing to do with the router" hence sent OR out to start with.

OR said there was nothing wrong with it and hence talktalk started playing with the router. They then concluded that wasn't resolving it so sent talktalk out x2, who said there was nothing wrong with either the router nor the outside line.

I chased up the outcome of OR visiting - one agent said there was never a problem with the outside line so didn't know why OR were asked to viist (despite 3 other agents reporting it is showing up as a line fault), the next one I spoke to said OR said the line was fine and there was no issue, the 3rd said there was a problem but OR fixed it and its cured. It was like playing chinese whispers and was only actually fixed by chance.

They don't communicate with each other very well or clearly don't document anything they are telling the customers which made the situation even more frustrating as every time you'd phone they wouldn't trust what the previous advisor had checked to date and wanted to start again from scratch wasting another hour of my time with each phone call

In terms of missed visits I have had once where it was OR didn't turn up and the 2nd time it was talktalk that didn't turn up. Plus at least 10 phone calls booked with managers which didn't materialise (which I rearranged my evenings around as they refused to go through any trouble shooting with my partner so I had to be sat indoors for their 2 hour time frames)

thanks! - Their complaints team are ringing me tomorrow morning (current compensation was offered by fault management) so will see what they say if not I'll write in