Wrongly charged for an engineer visit!

jhardy35862 — Fri, 21 Mar 2025 08:54:22 GMT

Good morning,

So I'm preparing to go to war with Talktalk currently as I've been wrongly charged for an engineer's visit, despite being told I would not be charged for it if the problem was Talktalk's.

On 04/03/25 my connection failed, and I then suffered 3 days of absolute ineptitude as each person I spoke to at talktalk told me a different story about what was wrong.

I told the live chat person, and the agents on the phone, from 04/03/25, that the error was with the router. But the live chat agent insisted it was an exchange problem and that an engineer was required.

As you can see from my photo I made sure to get confirmation that I would not be charged for this if the issue was indeed the router and I was told I would not be charged.

The engineer came on 05/03/25 and agreed the problem was the router.

It then took until 07/03/25 for Talktalk to finally send me a new router, which solved the issue.

Incidentally, the issue was actually with the plug that Talktalk provides, rather than the router explicitly, however, that IS STILL A TALKTALK PRODUCT.

I now have a £75 engineer charge on my bill, despite being told I wouldn't, and despite this being Talktalk's fault. Not to mention the horrendous customer service.

I'll be making calls today to stop the fraudulent charge, and have already cancelled my direct debit, as I will not pay another penny until this is resolved.

Anyone got any advice on how best to handle this with this insanely incompetent company?

Thank you,

Josh

Re: Wrongly charged for an engineer visit!

fr8ys — Fri, 21 Mar 2025 10:42:18 GMT

Hi,

I've raised this issue for you.

Whist it originates from a fibre issue, its now a billing one so i will move this topic for you so you get a resolution.

Re: Wrongly charged for an engineer visit!

Debbie-TalkTalk — Fri, 21 Mar 2025 10:45:02 GMT

Hi @jhardy35862

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

topic Re: Wrongly charged for an engineer visit! in Billing

Wrongly charged for an engineer visit!

Re: Wrongly charged for an engineer visit!

Re: Wrongly charged for an engineer visit!