topic Re: Engineer charge while fault still exists in Billing

Engineer charge while fault still exists

Asouthco — Tue, 09 Sep 2025 13:09:55 GMT

Hi,

I put in a complaint about my speed. Im getting below minimum guaranteed speed, and the complaints case manager sent out 3 engineers to attempt to fix the problem. None of the succeeded and all told me it was likely due to talktalk exchange or something on talktalks end.

I'm still getting under minimum guaranteed speed (90mbps when 110 is minimum on my 150 package) yet I have received a charge saying no fault found.

The fault still exists, I was told by the complaints case manager that I would not be charged as it was clearly a talktalk issue, and yet I've been charged for the final engineer that attended.

Can the charge be removed please? The fault is still present, guaranteed to not be due to anything on my property or equipment from the previous 2 engineers so it HAS to be a talktalk fault, which is still ongoing.

Re: Engineer charge while fault still exists

amahle-TT — Tue, 09 Sep 2025 13:17:56 GMT

Hi there @Asouthco, I will look into this for you.

Re: Engineer charge while fault still exists

amahle-TT — Tue, 09 Sep 2025 14:45:37 GMT

Thank you so much for your time and patience, I have investigated on my end, and the charge is invalid, it will be waived off

Re: Engineer charge while fault still exists

amahle-TT — Tue, 09 Sep 2025 15:09:03 GMT

I have credited £75 and it will go towards your bill, we do apologize for the inconvenience as you are still experiencing the issue please confirm if you are messaging us from home, thanks.