topic Re: Engineer Charge in Billing

Engineer Charge

Nicamstero — Wed, 09 Apr 2025 20:17:49 GMT

Hi,

Last month I was incorrectly billed £75 for an (open reach) engineer visit to restore a poor connection. I managed to stop the direct debit before payment and instead paid the standard monthly fee as a one off, leaving the £75 outstanding. At the same time I contacted talktalk chat support, the agent looked into my case, agreed that the charge was incorrect and agreed to a credit within a few days. 2 weeks later no sign of a credit. I chased again and the agent stated they would resolve it, they haven't. Two weeks after that and today the broadband service was suspended without any forewarning. I rang support today and had a poor experience with "tech support". I am still awaiting credit to my account and in fear of the service being suspended again without any notice. Is there anyone that can look into this?

Thanks in advance for any help and assistance.

Looking at the number of hits on engineer charge on this forum, it seems like the modus operandi is for talktalk to bill engineer charges regardless of fault/cause.

Re: Engineer Charge

ferguson — Wed, 09 Apr 2025 20:49:37 GMT

The support team here will look into this for you. TalkTalk will only charge for an Openreach engineer visit if they have passed on the charge to them.

Re: Engineer Charge

Nicamstero — Wed, 09 Apr 2025 21:14:56 GMT

Thanks for the help on that. Ok understand the point of blindly accepting and passing on the charge, I mentioned to at least one of the agents that it could and should be challenged if that were the case.

Re: Engineer Charge

ferguson — Wed, 09 Apr 2025 21:25:54 GMT

No problem, that's precisely what the support team can do, check the circumstances and veracity of the charge. You can see more about when it might apply here:

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

Re: Engineer Charge

sabelo-TT — Thu, 10 Apr 2025 07:34:21 GMT

@Nicamstero, Hello there,

I will need to further investigate these charges on your account, and this will entitle for account information to be shared which is private. I'll just hit you up with a private message so that we will continue from there. 🙂