Talktalk offering compensation: what should i ask for?

[marcelle]

Hi there... Talktalk will be offering my pensioner dad some type of compensation package for mistakenly disconnecting his phone line in error after his wife passed away but despite me taking 6 weeks desperately trying to get his old number back, they've finally told me it's not possible due to technical issues of his 30-odd year old number being on an old exchange and they operate on some new exchange.

 

Believe me, I fought to get his previous number back (and spent a heap of money calling their 0870 number and being placed on hold for ages), even consulted BT about it and actually tried going back with them to get back the old number as i was told it is still available but unfortunately they advised today that they cannot get the old number due to the same technical issue. As you can imagine, my father has many people around the globe, some of whom he speaks to every few years so it's all a HUGE inconvenience, not to mention him having to now remember this new number. URGH! Anyway, I have decided to go back to Talktalk simply because their initial goodwill gesture package to me was very good: £23 per month for unlimited broadband, phone anytime, free mobile calls on mobile phone plus free international calls for a year. I've asked for a better offer then the one above as it is now established that he cannot get his old number back.

 

My question is, what is a good compensation package from them? I also looked into getting them to give him a golden number but I don't think they do that service. Shame.

 

Any ideas?

[AndyOrch]

Thread moved to Telecoms - mobile or fixed

 

Regards

 

Andy

[marcelle]

Hi again, so does no-one have any suggestions on what I should be asking for?

[SabreSheep]

When working out what compensation you would l ike to ask for, always work out losses incurred as a result

 

So Phone calls to resolve the issue

Consider time

Inconvenience

 

Use those to generate a figure, ask for more, settle for less

[marcelle]

Many thanks Sabre for taking time out to help. I shall deefinitely consider this.

 

Kindest

[cchange]

Not convinced about the new/old exchange thing! My BT line was disconnected 13 years ago and the number is still NU when you ring it.

Perhaps Dads number was sold on as a block for DDI?

 

My experience with the Ombudsman services (energy though) who are the ADR provider for talktalk is a maximum of £100 'goodwill'. This may guide you as ultimately you may want to escalate the complaint.

Perhaps you can play on the issue and say you've been told the Ombudsman may give you this a better explanation of what went wrong.

[marcelle]

Thanks CCU for your response. I will definitely take my complaint to a higher level and your guidance is great advice. What does NU and ADR mean?

[AndyOrch]

Number unavailable and alternative dispute resolution

[cchange]

Opps sorry,

NU is another word for NIU - Not In Use as well. Incase you wondered, DDI is direct dial in like when companies have telephone numbers which can be called without going through a switch board central number.

[marcelle]

Brilliant... thanks for your help. This will help with my letter to the CEO of Talk Talk. Thanks once more in taking the time out to help!