topic Re: Charged for Engineer visit on external Open Reach issue in Billing

Charged for Engineer visit on external Open Reach issue

DanielGaze — Fri, 12 Jul 2024 10:07:19 GMT

I recently had an engineer visit to resolve a long standing problem with internet speeds (see thread here - Slow Fibre 150 - Multiple engineer visits already - TalkTalk Help & Support )

The engineer identified the problem as being a faulty cable external to the property on Open Each equipment (on a seperate road entirely to my property). The engineer even stated that there would be no charge.

In the thread mentioned it was also stated - " If the work was completed externally on Openreach maintained equipment then charges will not be applied" which is the case here.

Therefore why have charges been applied? I would like them refunded please.

Thanks

Re: Charged for Engineer visit on external Open Reach issue

DanielGaze — Tue, 16 Jul 2024 07:09:26 GMT

No response to this one yet - can someone get back to me please? Thanks

Re: Charged for Engineer visit on external Open Reach issue

Arne-TalkTalk — Tue, 16 Jul 2024 13:30:03 GMT

Hi DanielGaze

Sorry for the delay, I am requesting the full engineer report , The engineer doesn't decide on the charge, that is down to engineers head office.

Re: Charged for Engineer visit on external Open Reach issue

DanielGaze — Mon, 22 Jul 2024 09:03:30 GMT

Hi is there any further information on this? Thanks

Re: Charged for Engineer visit on external Open Reach issue

Arne-TalkTalk — Tue, 23 Jul 2024 11:59:30 GMT

Hi DanielGaze

Sorry for the delay.

I can see there is a credit showing on your account for the engineer charge.

You can request a refund via My Account.

Regards

Re: Charged for Engineer visit on external Open Reach issue

DanielGaze — Tue, 23 Jul 2024 12:56:37 GMT

Thanks yes it looks like the credit account is back to where it should be - just to confirm fully though, presumably the engineer charge was found to be added in error then and therefore reversed?

Thanks

Re: Charged for Engineer visit on external Open Reach issue

Arne-TalkTalk — Tue, 23 Jul 2024 13:40:27 GMT

Correct.