topic Re: Engineer visit charge in Billing

Engineer visit charge

AllanH — Fri, 28 Jul 2023 08:15:37 GMT

I am writing to query the charge of £75 for an engineer visit on the 11/7/23.

I already knew the fault was not in my home and was expecting an Openreach engineer. The engineer that did arrive confirmed that there was no fault in my home or with any piece of equipment. He did not have to install a new router or any other hardware. Therefore I am not liable for this charge, this is likely an issue with the heavy rain we experienced in the weeks preceding this visit affecting the infrastructure outside my building according to the engineer and I agree.

I will expect to be refunded the £75 as soon as possible.

Re: Engineer visit charge

ferguson — Fri, 28 Jul 2023 09:46:18 GMT

Are you aware whether the engineer found and fixed a fault outside your property? If no fault is found then this is generally a chargeable visit.

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Re: Engineer visit charge

AllanH — Fri, 28 Jul 2023 10:25:22 GMT

Hi he said there was no fault in my property and showed me a graph on his phone that showed loss of bandwidth coming to the flat from outside which corresponded with my loss of service. Surely this shows a fault outside?

Re: Engineer visit charge

AllanH — Fri, 28 Jul 2023 10:27:01 GMT

How could he fix this fault if he was an internal engineer? It makes no sense to charge me for this if the engineer was by definition not able to fix the external fault?

Re: Engineer visit charge

ferguson — Fri, 28 Jul 2023 10:37:24 GMT

OK, so was it not in fact an Openreach engineer? The support team here will of course look into this for you as soon as they can.

Re: Engineer visit charge

AllanH — Fri, 28 Jul 2023 10:42:30 GMT

He was definitely an internal engineer, he told me so and was confused as to why he had been sent out

Re: Engineer visit charge

AllanH — Fri, 28 Jul 2023 10:43:08 GMT

He had a router with him so I assume he was from talktalk

Re: Engineer visit charge

Arne-TalkTalk — Mon, 31 Jul 2023 06:03:06 GMT

Hi @AllanH

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Engineer visit charge

AllanH — Mon, 31 Jul 2023 18:07:38 GMT

Hi I did the security thing this morning

Re: Engineer visit charge

Gliwmaeden2 — Mon, 31 Jul 2023 18:14:20 GMT

@AllanH, it does take a day or so for the records to be checked etc.

Just wait for staff to respond again. They are on here during business hours only, Monday to Friday.

Re: Engineer visit charge

AllanH — Wed, 02 Aug 2023 12:19:58 GMT

Hi I did the security thing two days ago. And please, no well meaning types need reply, it wasn’t you who was charged £75 for nothing when you really need that money, thanks

Re: Engineer visit charge

Gliwmaeden2 — Wed, 02 Aug 2023 12:38:44 GMT

Well, just so you know: staff do take holidays and are not always covered on this board, @AllanH.

Re: Engineer visit charge

Gliwmaeden2 — Wed, 02 Aug 2023 12:46:41 GMT

If it is getting very urgent contact Talktalk directly, @AllanH:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Please let us know if this gets resolved. Otherwise, your thread has been re-escalated, and it's now best to wait for a further response from staff, to keep this moving forward in the queue for attention. So don't post further till you see a reply from TT staff.

Re: Engineer visit charge

AllanH — Wed, 02 Aug 2023 13:24:49 GMT

Stop responding to my messages, you aren’t helping, you’re just coming off as a busybody. This is none of your business. And talktalk encourages customers to use this “community” as a way of resolving issues. Phoning them has rarely helped me resolve anything as the agents rarely have the authority to resolve anything. So to sum up. Mind your own business, thanks

Re: Engineer visit charge

Arne-TalkTalk — Thu, 03 Aug 2023 12:31:27 GMT

Hi @AllanH

Sorry for the delay

I can see that a credit has been raised for the engineer charge it will show on your account in the transaction history in My Account.

Regards