Talktalk upgrades mean no broadband service

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paul2louise
paul2louise Posts: 2,426 Forumite
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in Broadband & internet access
I got home yesterday lunchtime to find out that my talktalk broadband was dead. I reported straight away. It was working this morning. I spoke to them this morning and they said .

Thanks you for the very kind patience. I would like to advise you that the systems were being upgraded to provide the best possible service around the area.
Network – P3 - Openreach LAN – Arkwright exchange – Some customers are experiencing Total Loss of Service.

So I asked them if I would receive any refund or compensation and they offered me £2.13

Does this seem reasonable for loss is service for over 12 hours.
Thanks

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  • [Deleted User]
    [Deleted User] Posts: 5,186 Forumite
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    paul2louise wrote: »
    I got home yesterday lunchtime to find out that my talktalk broadband was dead. I reported straight away. It was working this morning. I spoke to them this morning and they said .

    Thanks you for the very kind patience. I would like to advise you that the systems were being upgraded to provide the best possible service around the area.
    Network – P3 - Openreach LAN – Arkwright exchange – Some customers are experiencing Total Loss of Service.

    So I asked them if I would receive any refund or compensation and they offered me £2.13

    Does this seem reasonable for loss is service for over 12 hours.
    Thanks

    More than reasonable.
  • csgohan4
    csgohan4 Posts: 10,597 Forumite
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    usually they pro rota it according to how much you pay and how much down time.
    "It is prudent when shopping for something important, not to limit yourself to Pound land/Estate Agents"

    G_M/ Bowlhead99 RIP
  • iniltous
    iniltous Posts: 3,121 Forumite
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    Seems amateurish to upgrade in such away that leaves you out of service for the duration of that upgrade , obviously ‘faults’ can happen and be disruptive, but planned outages are a different matter , if they don’t have the savvy to do an upgrade without it being service affecting , why not do it at a time when most people wouldn’t be using the service.
    Compo will be in the T&C’s, it doesn’t really matter if it reasonable, it’s what was agreed when you became a customer
  • sal_III
    sal_III Posts: 1,953 Forumite
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    iniltous wrote: »
    Seems amateurish to upgrade in such away that leaves you out of service for the duration of that upgrade , obviously ‘faults’ can happen and be disruptive, but planned outages are a different matter , if they don’t have the savvy to do an upgrade without it being service affecting , why not do it at a time when most people wouldn’t be using the service.
    Compo will be in the T&C’s, it doesn’t really matter if it reasonable, it’s what was agreed when you became a customer
    Although theoretically everything can be done without a loss of service, in reality it's often cost prohibitive or simply not feasible. How do you mitigate a swap of an entire street cabinet for example? Ultimately the links to individual homes are non-redundant so there is no way to achieve five 9s availability.

    The amateurish bit is if they didn't inform customers in advance (as most decent ISPs do). But TT have proven time and time again that they are cowboys, so what did you expect.
  • paul2louise
    paul2louise Posts: 2,426 Forumite
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    sal_III wrote: »
    Although theoretically everything can be done without a loss of service, in reality it's often cost prohibitive or simply not feasible. How do you mitigate a swap of an entire street cabinet for example? Ultimately the links to individual homes are non-redundant so there is no way to achieve five 9s availability.

    The amateurish bit is if they didn't inform customers in advance (as most decent ISPs do). But TT have proven time and time again that they are cowboys, so what did you expect.

    Thanks i think that is why I am cross. Understandable if if it's a fault. But they admitted they had planned it. I emailed them and they upped the amount to £10 so I settled on that.
  • csgohan4
    csgohan4 Posts: 10,597 Forumite
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    I refuse to get TT, poor service. I once applied to get their fibre, they set an activation date of 4 months time and it wasn't an error
    "It is prudent when shopping for something important, not to limit yourself to Pound land/Estate Agents"

    G_M/ Bowlhead99 RIP
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