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cybmole
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what is the process for getting compensation for a 5 day outage

so I was without any TV for 5+ days. fixed now  - an engineer came on day 6 and replaced the dead tivo - but despite asking in my tivo post I have no response from staff as to how to claim compensation.

 do I have to scream and shout at some poor guy in India or is there a better way

can forum staff please make it happen, with no additinal no drama, no queuing on phone

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Forum Team
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Re: what is the process for getting compensation for a 5 day outage

Hi cybmole, 

 

Thanks for your post and apologies to hear you were without service for a few days Smiley Sad

 

The credit process is very strict when it comes to a loss of service refund. You have to report the issue to us asap via the helpline 150 / 0345 454 1111. Once the issue is resolved then we will credit you for any time you've been without service past 24 hours. 

 

You will need to give us a call so we can process the refund for you. 

 

Apologies for any inconvenience. 

 

Thanks,

Kath_F
Forum Team

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cybmole
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Re: what is the process for getting compensation for a 5 day outage

ok - so talk me through the menu options please - do I report it to billing , or what ?

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cybmole
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Re: what is the process for getting compensation for a 5 day outage

well now I am cross.

 i phoned in as per advice in other thread. billing lady said credit had already been applied! and I am 99% sure she mentioned £3.

 i now have the bill and the credit for 5 days outage is thirty three pence!

ON that basis my TV service is costing £2 per month. I do not for one minute believe that. compensation of £0.33 for 5 days of no TV is not even funny.

 Staff please respond. is there a published table of outage compensation. is this a fat finger error or is this really all you offer

 

Other fees, charges & credits
CR £0.33
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Re: what is the process for getting compensation for a 5 day outage

Thanks for coming back to us about this cybmole,

 

I'm sorry to hear that you're not satisfied with the service offered.

 

I'd like to investigate this further for you and confirm a few things.

 

I've sent you a private message to do this as this would be account-sensitive.

 

Hope to hear back from you soon,

 

Nat_J


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