FTTC installs - BTOR noshows - and Talktalk denying compensation

stoatwblr

I'm sure one of the TT reps will chip in, unless they have something to hide...

There is an increasing problem with BT Openreach techs failing to show 'up at appointments (My own record is 3 failed apointments before I gave up and cancelled). It's received some media coverage (http://www.theregister.co.uk/2013/03/12/bt_missed_appointments/)

This is happening across the board if you dip into customer forums on varous ISPs, but TalkTalk and BT retail seem to be the worst affected.

Now comes the interesting bit: if you aren't there for an apppointment, most phone companies will charge you 50 quid for the privilege, BUT Talktalk refuse to compensate customers for installer no-shows, with reps on their forums claiming that it's beyond their control, therefore compensaton is not due.

There's a lot of advice in the non-delivery forums, but nothing really covers the issue of tradespeople failing to turn up.

Ofcom is aware of the BTOR issue and are monitoring complaints, but _very_few_ people complain to Ofcom - and in the case of Talktalk, if details are posted on their forums about how to contact Ofcom, they get quietly removed.
The question is, what kind of comeback do people have on the issue?

stoatwblr

I've just received a phone call from the TT CEO office, confirming that they will not pay compensation for repeatedly failed apointments "but we will offer a goodwill payment of 10 pounds" They also claim that "you agreed to this in the terms and conditions when you signed up for TalkTalk"

macman

There is no contractual compensation, only what you can negotiate.

stoatwblr

The claim is that you have contracted out of being entitled to claim any compensation at all.