Service creditNo deadline statedSimple to claim
Credit for total loss of phone/broadband service
Credit is automatic once a fault is reported and resolved, so an agent only needs the report/restore dates to calculate and confirm eligibility.
“Once you’ve made us aware of your loss of service, we’ll have two working days to try and fix the problem. After this, we’ll compensate you £10.34 per day starting from the third day until the day we restore your service, providing the fault is within the TalkTalk or Openreach...”TalkTalk policy page, Total loss of service
What to include: fault report date, service restoration date, confirmation fault is on TalkTalk or Openreach network
Service creditNo deadline statedSimple to claim
Credit for delayed broadband/phone go-live date
Compensation is calculated automatically from publicly known/contracted go-live and actual activation dates with no form required.
“We’ll give you £6.46 compensation if we miss the go-live date and then £6.46 for each full calendar day that your service is delayed.”TalkTalk policy page, Delayed service start
What to include: original go live date, actual activation date
Service creditNo deadline statedSimple to claim
Credit for missed engineer appointment
Eligibility turns on a single factual event (engineer no-show) that is easy to state in one message with the appointment reference.
“If an engineer misses their appointment with you, we’ll compensate you with £32.31 credit on your account.”TalkTalk policy page, Missed engineer appointment
What to include: appointment date, confirmation engineer did not attend
Service creditNo deadline statedSimple to claim
Automatic compensation for loss of service, delayed start, or missed engineer visit
Compensation is applied automatically by TalkTalk with no customer action or evidence required, so an agent only needs to confirm it has been credited.
“You'll receive compensation if you experience a total loss of service, delays to the start of your service for phone and broadband orders, or if an engineer misses an appointment. This will be credited to your account automatically and we'll send an email or text message to let...”TalkTalk policy page, Compensation
CompensationNo deadline statedHarder to claim
Compensation for failed number port or unauthorized transfer to TalkTalk
Claiming this requires contacting a human customer service team for a discretionary discussion with no fixed criteria or amount specified.
“You may also be entitled to compensation in other circumstances. For instance, if we fail to port your telephone number on time, or if we have transferred you to TalkTalk without your knowledge or consent. In these cases, you need to contact our customer service team who will be...”TalkTalk policy page, Compensation
What to include: account details, description of issue
RefundNo deadline statedTakes a few steps
Refund of account credit to bank account
An agent can submit the request via My Bills but must verify account credit status and active Direct Debit first, and the request can be blocked by several exclusion conditions.
“If your TalkTalk account is in credit because of an overpayment, an incorrect charge, or a final bill refund, you can request a refund in My Account > My Bills for a direct refund to your nominated bank account (the fastest option).”TalkTalk policy page, Requesting a refund
What to include: account in credit, active direct debit