topic Re: £75 charge for missing an engineer who came and fixed the issue! in Billing

£75 charge for missing an engineer who came and fixed the issue!

Vicky047 — Sat, 24 Jan 2026 11:34:11 GMT

I got a £75 charge because I missed an engineer's visit on 17/01/26. However, this is wrong as the engineer came on 17/01/26, spent 30 minutes and he fixed the problem (change of a cable externally). It's in my records. You sent me a message on 17/01/26 that the problem is now fixed. Could you please remove this charge from my bill? Your online chat, telephone line and WhatApp app aren't working today. I couldn't contact anyone. Thanks

Re: £75 charge for missing an engineer who came and fixed the issue!

Gliwmaeden2 — Sat, 24 Jan 2026 11:44:11 GMT

@Vicky047, there are no staff on here at weekends, so this won't be picked up before Monday.

Did you check opening hours for Chat / phone etc, as they are not 24/7 either.

The bill itself cannot be altered once made up, but a credit can be put on your account so that, if well ahead of the DD, it's not taken this time at all.

If the DD comes out Monday, the full amount would be taken but credited back anyway - you can then leave it in My Account to cover subsequent bill(s) or claim it back from My Account to your bank account.

Re: £75 charge for missing an engineer who came and fixed the issue!

Gliwmaeden2 — Sat, 24 Jan 2026 11:47:10 GMT

Opening hours are listed here for Chat / phone support:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broadband

For forum staff support please go to the profile area and complete your details, @Vicky047.

Go via your avatar; settings. In Personal Information add your Talktalk phone number or account number. SAVE CHANGES.

Re: £75 charge for missing an engineer who came and fixed the issue!

Philile-TT — Mon, 26 Jan 2026 07:04:45 GMT

@Vicky047 thank you for bringing this into our attention. Please advise if you had contacted TalkTalk using other platforms. @Gliwmaeden2 thank you for the support.

Re: £75 charge for missing an engineer who came and fixed the issue!

Vicky047 — Mon, 26 Jan 2026 10:19:15 GMT

No I haven't contacted TalkTalk using other platforms. Could you please help me to sort this out? Many thanks

Re: £75 charge for missing an engineer who came and fixed the issue!

amahle-TT — Mon, 26 Jan 2026 10:24:34 GMT

Thank you for confirming we will look into this for you.

Re: £75 charge for missing an engineer who came and fixed the issue!

siphosethu-TT — Mon, 26 Jan 2026 10:44:24 GMT

Please bare with me as I ran some test on my end.

Re: £75 charge for missing an engineer who came and fixed the issue!

mandisa1-TT — Mon, 26 Jan 2026 10:55:05 GMT

Our systems are currently undergoing maintenance which means I only have limited access at the moment, therefore please could you chat back 2-3 hours when we will be able to complete this for you.

Re: £75 charge for missing an engineer who came and fixed the issue!

mandisa1-TT — Mon, 26 Jan 2026 10:57:46 GMT

Our systems are currently undergoing maintenance which means I only have limited access at the moment, therefore please could you chat back 2-3 hours when we will be able to complete this for you.

Re: £75 charge for missing an engineer who came and fixed the issue!

mandisa1-TT — Mon, 26 Jan 2026 11:28:33 GMT

Kindly confirm a few details for me. Do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

Re: £75 charge for missing an engineer who came and fixed the issue!

Vicky047 — Mon, 26 Jan 2026 12:00:04 GMT

No I don't

Re: £75 charge for missing an engineer who came and fixed the issue!

mandisa1-TT — Mon, 26 Jan 2026 12:02:22 GMT

I can confirm the £75 charge is invalid based on my review of the information provided by the engineer. The charge will be applied to your account by our back-office credits team within 5 days.

Re: £75 charge for missing an engineer who came and fixed the issue!

Vicky047 — Mon, 26 Jan 2026 12:19:01 GMT

Thank you for your help. Much appreciated. Will the credit appear in my bank account or Talktalk account?

Re: £75 charge for missing an engineer who came and fixed the issue!

mandisa1-TT — Mon, 26 Jan 2026 12:27:31 GMT

You are most welcome:)
The credit will be applied on your TalkTalk account and if you have already paid your bill, you can request for a refund via your online my account.

Re: £75 charge for missing an engineer who came and fixed the issue!

Vicky047 — Mon, 26 Jan 2026 12:49:25 GMT

The direct debit will go through on 30/01. Should I do something or will I see £75 credit in my next invoice?

Re: £75 charge for missing an engineer who came and fixed the issue!

mandisa1-TT — Mon, 26 Jan 2026 12:54:43 GMT

The back office team will apply the credit in 5 Days, which means that might be on Friday.

You do not have to do anything, please make sure you have the full amount on your account on the 30/01/2026 and once the credit has been applied you can request for a refund and it will be credited to your bank account.

Re: £75 charge for missing an engineer who came and fixed the issue!

Vicky047 — Mon, 26 Jan 2026 17:52:40 GMT

Thanks so much for your help today. I really appreciate it! 🙂

Re: £75 charge for missing an engineer who came and fixed the issue!

Gliwmaeden2 — Mon, 26 Jan 2026 18:07:26 GMT

As I mentioned in my first reply, @Vicky047, you actually have the option of simply leaving it in My Account - subsequent billing is adjusted accordingly till that's used up.

Talktalk doesn't ever pay directly back to the bank account of the customer, even when people leave.

So the customer needs to actively choose to claim it back from their My Account, to return it to their own bank account.

Re: £75 charge for missing an engineer who came and fixed the issue!

Thabile-TT — Tue, 27 Jan 2026 07:03:21 GMT

Hi there @Vicky047 you are welcome and @Gliwmaeden2 thanks for support.

Re: £75 charge for missing an engineer who came and fixed the issue!

Vicky047 — Mon, 02 Feb 2026 11:00:19 GMT

Good morning.

Unfortunately, my refund hasn't been completed yet. Could you please check why and when it is going to take place?

Many thanks