topic Re: Charged £75 for fixing my non functioning broadband in Billing

Charged £75 for fixing my non functioning broadband

tenaille — Thu, 21 Dec 2023 16:05:30 GMT

Hi, broadband was dead for several days, Openreach engineer arrived and declared router faulty. He managed to get it to work but said it needed replacing, he arranged the replacement router which duly arrived and I successfully installed it. I sent the old router back in the provided packaging.

I have now been billed for the engineer visit despite the engineer confirming it was faulty equipment and I would not be charged. How do I get this resolved ?

Re: Charged £75 for fixing my non functioning broadband

Gliwmaeden2 — Thu, 21 Dec 2023 21:21:43 GMT

If they had sent out a Talktalk engineer who found a problem with the TT router you would not have been charged, @tenaille.

That's why staff on here are for ever sending out routers to test whether a fault is resolved with a simple replacement.

This should be done before an Openreach engineer is sent out, because they will charge if the fault is not with their own equipment. The router should have been eliminated from the equation earlier on.

See here for the reasons for charges:

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

Make sure that you have completed your community forum profile details for TT staff to identify your account and look into what happened - go via your avatar/name; settings; from the drop down menu choose Personal Information. SAVE CHANGES.

Staff reply Monday to Friday during the day, but there will be fewer staff over the Christmas / New Year period.

Re: Charged £75 for fixing my non functioning broadband

Arne-TalkTalk — Wed, 27 Dec 2023 13:23:33 GMT

Hi tenaille

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards