topic Re: Engineer call out -charged despite fault outside my property in Billing

Engineer call out -charged despite fault outside my property

paulieblackburn — Thu, 05 Oct 2023 20:52:47 GMT

I've noticed an engineer call out charge for £75 despite the fault being outside of my property.

I was having intermittent loss of connection (light on hub changing to flashing orange most days before going back to white). Live chat confirmed a problem and sent bt engineer.

Engineer visited my house, and told me he terminated cables in manhole on pavement outside my house/boundary and also in cabinet at the end of the street. This seems to have resolved the issue and connection has been stable since.

Surprised to see charge on bill today, spoke to customer service who said issue is my fault (I'm responsible for the dark green fibre cab at the end of the street?)

Please could this be checked out, it doesn't seem right?

Thanks

Paul

Re: Engineer call out -charged despite fault outside my property

Debbie-TalkTalk — Fri, 06 Oct 2023 08:11:49 GMT

HI Paul

I'm really sorry to hear this.

I'm just sending you a Private Message to confirm some details so we can take a look at this for you.

Thanks

Debbie

Re: Engineer call out -charged despite fault outside my property

paulieblackburn — Fri, 06 Oct 2023 08:45:04 GMT

Thanks Debbie, I've done that.

Re: Engineer call out -charged despite fault outside my property

paulieblackburn — Mon, 09 Oct 2023 08:35:41 GMT

Hi Debbie,

Could you provide an update please, or do you require more information?

Thanks

Re: Engineer call out -charged despite fault outside my property

Gliwmaeden2 — Mon, 09 Oct 2023 09:35:48 GMT

@paulieblackburn, another staff member who usually works this board will probably pick this up now - Debbie gave cover last week.

It'll just take a bit of time for them to pick up all the threads after being away.

Re: Engineer call out -charged despite fault outside my property

paulieblackburn — Tue, 10 Oct 2023 13:08:57 GMT

No worries, thanks for letting me know

Re: Engineer call out -charged despite fault outside my property

Arne-TalkTalk — Wed, 11 Oct 2023 09:51:58 GMT

Hi paulieblackburn

I can see that the charge has been removed.

Sorry for any inconvenience caused.