phone bill

[waylen]

Please could somebody help me. My phone and internet has been "down" for 17 days [ back today ] It was a BT fault but I`m with Talk Talk. I obviously want some kind of recompense [ I`m a 76 yr old pensioner] but I don`t know what to do next, who do I contact? Sorry I`m in the wrong place but you`ve always been so helpful in the past. many thanks

[Zacs-Master]

Not sure why this is in Boby & Soul but you should contact Ofcom
http://consumers.ofco....uk/tell-us/telecoms/

[Old_Geezer]

My guess would be that your claim is with your supplier since your contract is with them and they are using BT to subcontract providing the local loop; so you ask for compensation from Talk squared and they pursue their own claim with BT.

[ChuckFickens]

Why on earth would you contact Ofcom first, they are for resolving disputes, there hasn't been a dispute yet.

Contact your service provider and speak to them first to ask what recompense they will offer you, ofcom would laugh you off until all other avenues have been exhausted.

[Zacs-Master]

I so apologise. Chuck is of course correct. No need to be quite so vociferous in your condemnation of my answer tho.

[ChuckFickens]

Methyl is pretty much correct... apart from it's not BT you need to write to, it's talk talk, as it's them you have the contract with.

[hc4361]

Don't contact BT, you have no contract with them and they have no responsibility towards you.

Firstly telephone Talk Talk. Make a note of the time, date and the name of the person you speak to.

If needs be, follow this up with email, giving the details of your phone call and the full nature of your complaint.

If you are still not happy, write to them by recorded letter, giving the details of your complaint; the initial phone call and subsequent emails.

All the contact details are here:
http://help.talktalk....i-make-a-complaint%3F

If you are still unhappy contact Ofcom.

[waylen]

Thank you all so much, so quickly answered and so constructive. You AB`s never let me down. Nita

[dotty.]

ring talk talk on this number 0870 444 1820 (free from your talk talk landline) or write here;
Customer relations department
TalkTalk Group
P.O. Box 360
Southampton
SO30 2NP

and explain that you have not had the service, they should be able to verify that from your account usage records. Ask them what they can do to reimburse you for the loss of the service for 17 days, depending on your package it would only be a smallish amount and they may try to bamboozle you and fob you off, explain that you will give them every opportunity to come to a mutaully satisfactory level of compensation , tell them you are fiving them 14 days to action your request, tell them that if after 14 days they have failed to make you an acceptable offer you will call them back and ask for their complaints policy prior to taking the complaint to the ombudsman here:
Web: www.ombudsman-services.org/communications.htm
l


Phone: [phone]
Textphone: 0845 051 1513
Email: [email protected]

[hc4361]

Why on earth should this get to court? No need to use a sledge hammer to crack a nut.
I have got satisfactory results from phone calls and if things did escalate the first written letter is evidence enough of a problem.

[craft1948]

Why is there all this talk of court. My broadband/phone costs me roughly £1 per day, and as waylen is a pensioner he can't claim for related loss of earnings. If they just refund the rental that's only £17, how much are you expecting him to get back?

[percypineapple]

I am an ex BT telephone engineer, and now work for my self. We used to tell customers that if they were going to write to BT for compensation, don't use a first class stamp or you will be out of pocket. Yes, you are entitled to a reduction in your rental for the period of out of service, starting from when you reported the problem until the date it was resolved. No service provider could argue with that, but you need to write a letter to the service provider. telephoning is not a good idea. All the telephone answering staff are trained not to give in to customers, but a letter to the customer services dept. usually does the trick.