topic Re: Unexpected charge for TalkTalk Engineer Visit in Billing

Unexpected charge for TalkTalk Engineer Visit

Brian291 — Fri, 31 Mar 2023 09:37:31 GMT

Following loss of broadband service I had a TalkTalk engineer visit on 10th March. I understood that there would be a charge if problem was with in-home wiring etc.

I did not receive a written report of the engineer's findings but he told me verbally that, whilst his findings were inconclusive, he had made an adjustment to a "tight" connection in the back of the BT master socket. He also suspected a possible router fault as the router took a much longer than expected time to sync. He said that he would not replace the router at the time but TalkTalk would do so if problem recurred. I was therefore not expecting a charge, however my latest bill shows a £50 charge for the visit. Can someone explain this please?

(As of today my broadband download speed according to the router is just 4Mbps; it should be nearer 34Mbps. I have logged another fault this morning; of course this may or may not be related to previous fault.)

Re: Unexpected charge for TalkTalk Engineer Visit

Divsec — Fri, 31 Mar 2023 11:15:49 GMT

Hi @Brian291 your post has been escalated and you should hear soon. Was the engineer a Talktalk employee or open reach?

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Fri, 31 Mar 2023 11:38:09 GMT

Definitely a TalkTalk engineer

Re: Unexpected charge for TalkTalk Engineer Visit

Arne-TalkTalk — Mon, 03 Apr 2023 12:44:32 GMT

Hi Brian291.

I have checked the report.

The report states :Upgrade vdsl plate secure. Rewired extension inside.
Replaced rj11 cable. Reset hub back to factory settings.. Hub sync 38 mbps
Cx now receiving 35 mbps

---------------------

The rewiring of the extension make this a chargeable visit as this is internal wiring.

Its a valid charge.

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Mon, 03 Apr 2023 13:31:57 GMT

If the engineer did rewire the extension is not really relevant. During earlier troubleshooting prior to the engineer's visit and conducted at the behest of TalkTalk, I was asked to unscrew and unplug the faceplate of the master socket (thus disconnecting all internal wiring) and plug directly into the test socket of the master socket. This did not resolve the problem with the broadband. Therefore the problem could not be due to the internal wiring. I repeat my earlier statement that the engineer suspected a possible (intermittent?) fault with the router. As I write this I still have a speed of only 4Mbps and await resolution of my latest fault report of 31st March. I now regret renewing my contract last month. Can this dispute of charge be escalated to a complaint?

Re: Unexpected charge for TalkTalk Engineer Visit

Arne-TalkTalk — Mon, 03 Apr 2023 14:01:26 GMT

Last line test shows =

Sync Status In Sync

Downstream Speed (MBPS) 37.3

Upstream Speed (MBPS) 7.5

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Mon, 03 Apr 2023 14:17:09 GMT

When I log in to router it shows 4Mbps download and 5.1Mbps upload. TalkTalk Fault Status checker shows fault still in progress.

Re: Unexpected charge for TalkTalk Engineer Visit

Arne-TalkTalk — Mon, 03 Apr 2023 14:20:41 GMT

Can you double check the details in your community profile are correct

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Mon, 03 Apr 2023 14:28:03 GMT

I have checked community profile. There doesn't seem to be much there apart from badges, photos and activity (posts, likes etc). I don't see anything wrong.

Re: Unexpected charge for TalkTalk Engineer Visit

Gliwmaeden2 — Mon, 03 Apr 2023 18:45:43 GMT

It would be the information in Personal Information that needs checking: landline number or account number if need be. SAVE CHANGES if there are any.

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Mon, 03 Apr 2023 21:15:07 GMT

Thanks. Personal Information correct.

Re: Unexpected charge for TalkTalk Engineer Visit

Arne-TalkTalk — Tue, 04 Apr 2023 11:10:43 GMT

Have you spoken to our faults team there may be another fault causing the slow speeds.

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Tue, 04 Apr 2023 14:43:36 GMT

As I said before I reported a fault on 31st March and was told there was a problem on the line and that an engineer was on the way to the exchange. The fault tracker shows it as still in progress. I suspect that a remote reset of my router was carried out overnight as the internet was interrupted during the night (according to my smart speaker) and this morning was syncing at about 35Mbps but after going out for several hours we have come home to find the internet down completely with the amber light flashing on the router.

Re: Unexpected charge for TalkTalk Engineer Visit

Arne-TalkTalk — Wed, 05 Apr 2023 13:31:04 GMT

Ok , with the previous engineer report showing a rewired extension, is your router connected to the master socket?

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Wed, 05 Apr 2023 14:18:35 GMT

Yes, the router is connected to the master socket. I chased up your faults team this morning and the Openreach engineer attended here about 50 minutes ago. At the time the broadband was not working at all. His test kit synced at about 39Mbps I think he said but the TalkTalk router would not sync at all. As I write this the router is working BUT over the last day or so it has been coming on for periods of an hour or two and will then go off for many hours. The Openreach engineer's opinion was a faulty router which is what the TalkTalk engineer told us he suspected on his earlier visit (that you are trying to charge me for). I trust that a replacement will be sent without further delay and the charge for the previous engineer visit cancelled

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Sun, 16 Apr 2023 15:08:08 GMT

I did update this post last week but it seems to have disappeared into the ether. A TalkTalk engineer attended on Easter Monday, confirmed the router was faulty and replaced it. We now seem to have fully functioning broadband with very good speeds – thank you.

However, we still have the issue of the charge for the previous visit when the engineer said he suspected a possible fault with the router but did not change it. Whether he didn’t have one with him or couldn’t justify replacing it at the time I don’t know but either way a charge should not have been raised. This disputed amount has since been debited from our bank account so we need it sorted please.

Re: Unexpected charge for TalkTalk Engineer Visit

Gliwmaeden2 — Sun, 16 Apr 2023 16:07:20 GMT

I'll re-escalate this thread for you, @Brian291.

If the charge is refunded by Talktalk, it won't show in your bank account, but will be a credit in My Account (transaction history).

You can then put it towards further bills or organise the refund to your bank account from there, using the same banking details as for your Direct Debit.

Staff will reply during the week (Monday to Friday).

Re: Unexpected charge for TalkTalk Engineer Visit

Arne-TalkTalk — Tue, 18 Apr 2023 10:43:20 GMT

I will check the latest engineer report, and come back to you.

Re: Unexpected charge for TalkTalk Engineer Visit

Brian291 — Sun, 23 Apr 2023 17:29:32 GMT

Arne, have you found the latest engineer report? Cannot see anything in my account yet and another bill due in a few days.

Re: Unexpected charge for TalkTalk Engineer Visit

Arne-TalkTalk — Thu, 27 Apr 2023 08:46:15 GMT

We haven't received it yet, Ill chase it up today.