topic Re: Engineer call out charge in Billing

Engineer call out charge

Belnord — Tue, 07 Jan 2025 22:25:56 GMT

Hi,

I checked my bank account last night and noticed that TalkTalk had debited my account £166+vat.

I spoke to the customer service call centre today and was told that the charge related to an Open Reach engineer call out in September. Back then, my phone line had developed a problem (line went dead after one ring on an incoming call). I did all the usual in home checks to avoid the call out charge.

The engineer called, plugged his tester into the engineer socket, still dead. He told me that the problem must be in the exchange. He then went to the exchange and telephoned me from there (the line worked now!) and said that he had fixed the problem. There was no mention of a problem with any equipment in the house and TalkTalk refuse to refund the call out charge.

I have been with TalkTalk/Opal for 20+ years and my contract ends in a few days.

I feel so upset and not sure what to do next.

Re: Engineer call out charge

ferguson — Tue, 07 Jan 2025 22:33:04 GMT

@Belnord

I have moved this to the Billing section for you where it can be more appropriately dealt with.

Re: Engineer call out charge

Belnord — Tue, 07 Jan 2025 22:49:37 GMT

Thank you

Re: Engineer call out charge

Arne-TalkTalk — Wed, 08 Jan 2025 09:48:48 GMT

Hi @Belnord

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

Re: Engineer call out charge

Belnord — Wed, 08 Jan 2025 10:11:24 GMT

Hi Arne

Thanks for your help, I have now updated my profile

Re: Engineer call out charge

Arne-TalkTalk — Wed, 08 Jan 2025 11:04:07 GMT

The phone number links to an old disconnected account, can you add the account number

Thank you

Re: Engineer call out charge

Belnord — Wed, 08 Jan 2025 11:54:43 GMT

Hi Arne,

Not sure why that telephone number was rejected but I have now added my account number to my profile.

Thanks again for your support.

Re: Engineer call out charge

Arne-TalkTalk — Wed, 08 Jan 2025 12:31:24 GMT

We dont have any accounts starting with 8 , are you a business customer?

Re: Engineer call out charge

Belnord — Wed, 08 Jan 2025 12:59:16 GMT

Hi Arne

Yes, the line is for a small business although it is in the home. Sorry I didn't realise that the forum was for domestic users.

Re: Engineer call out charge

Arne-TalkTalk — Wed, 08 Jan 2025 13:03:16 GMT

Sorry we dont have access to those accounts, there should be a contact number on your bill for you to contact them, they dont have a community site.

Re: Engineer call out charge

Belnord — Wed, 08 Jan 2025 13:20:15 GMT

I did speak to TalkTalk business customer services yesterday and spoke to the line manager there but he wouldn't expedite my case. It seems like the Open Reach engineer completed my job sheet incorrectly. I have the engineers name and the date he called and have tried to find a contact number for Open Reach but have so far failed. Thanks for all your efforts Arne.

Regards