talktalk compensation

Tony_Bear

i had no TalkTalk phone line due to a outage in the area and taking in to account weekends and 2 days to fix i was still without for 13 days. I checked on website and assumed i would recieve £10.34 per day so £134.42 it said it would automatically be credited within 30 days of been fixed. After i had heard nothing i did live chat and was told i would be given maximum £15. When i questioned this i was told it all depends on package i am on. Couldnt get anymore sense so have asked for a manager to call me back to explain properly. I have looked on website and can not see anything that would stop me getting the full amount. Wondered if anyone else had had similar problem?

flaneurs_lobster

Have to agree with you, no mention on

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_compensation_credit

of any dependency on type of package - total loss of landline = £10.34 / day.

Be interesting what the 'manager' says, if no valid explanation then raise a formal complaint.

Peter999_2

My parents had a similar problem with their phone line through TalkTalk.

They were due about £170 and nothing appeared even though it is supposed to be automatic. When I contacted them they tried to tell me it wasn't a compensatable event as that only covered complete loss of service. They were trying to say that it would be the broadband and telephone together to be a complete loss of service.

Complete hogwash obviously so I raised a complaint and about a week later they agreed to pay the full compensation but only to their talktalk account which was fine (my parents have been with TalkTalk since the beginning and just don't want to ever move anyway). They didn't have to pay any bill for months and months, haha.

Tony_Bear

yes i shouldn’t have bothered with live chat as was getting nowhere just kept saying it’s not always paid out as depends on package and problem! It says quite clearly loss of phone service qualifies. The complaints manager is phoning me tomorrow so see what the next new clause is! Had email last week to say my account is being transferred to Rise Finre so want this sorted before it all just vanishes into a black hole

Torry_Quine

This thread reminded me that I never got the compensation due when my broadband went down. I told them it was the router but they insisted on sending an engineer who agreed with me! New router finally sent.

luci

This thread reminded me of when we had no phone for 11 days then another 12 days in the early 90’s. We were with BT, as there wasn’t an alternative back then.

Their compensation policy at the time was one week’s payment for each day without service. I got the compensation OK the first time. However, when I phoned about the 2nd time, the guy tried to say I’d already been compensated. When I pointed out that it was two separate occasions, you would have thought it was coming out of his own pocket by the way he begrudgingly processed it.