Incorrect charging for engineer visit

SalmanMasud — Sun, 02 Feb 2025 19:51:23 GMT

On 16/01/25, my talktalk broadband router suddenly stopped working. Upon reporting it, the customer service team ran diagnostics and told me I’d need a replacement router which I then received on 20/01 after being without internet for almost 4 days. However, on 20/01 when I plugged the new router, it still didn’t work after which I called the customer service team again which said that I would more require an engineer’s visit from OpenReach. The manager on the customer service made absolutely clear that i would only be charged for the visit if the fault lied with the equipment inside my flat. When the engineer came on 23/01 there were already a couple of other OpenReach engineers working in the Internet cabinet downstairs in the flat building. The engineer came up, did a few tests and the Internet was already working now. He said the fault probably lied in the cabinet outside and he would write the same in his notes. However, today I have received a bill of £75 for this engineers visit which is totally unfair.

Please let me know how do I get this removed from the bill as it doesnt make sense for me to pay at all.

Re: Incorrect charging for engineer visit

ferguson — Sun, 02 Feb 2025 20:34:46 GMT

I have moved this to the Billing section where the support team can have a look for you.

Re: Incorrect charging for engineer visit

Arne-TalkTalk — Tue, 11 Feb 2025 13:13:20 GMT

Hi SalmanMasud

The charge has since been removed.

Regards

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Incorrect charging for engineer visit

Re: Incorrect charging for engineer visit

Re: Incorrect charging for engineer visit