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Engineer charges

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If you require an engineer to visit your property you may be charged for the visit. The potential charges will depend on the type of work your engineer carries out. You can find out about specific engineer charges below.


 

Phone and broadband service visit

During your appointment the engineer will perform diagnostic checks and fix any phone or broadband faults. It will appear on your bill as TalkTalk Engineer - Service FaultThe maximum potential charge for this visit is £40.

  • No fault found at time of visit.
  • Faults caused by you using the equipment incorrectly.
  • Rewiring an extension cable.
  • Replacing an extension socket.
  • Adding a face plate to your master socket.
  • Replacing a damaged face plate.
  • Helping to connect a wireless device.
  • Replacing a faulty router that wasn't supplied by TalkTalk.
  • Replacing microfilters that were damaged by you.
  • Replacing microfilters that weren't supplied by TalkTalk.
  • If the engineer is unable to access your wiring.
  • If the engineer can't access your property (charged at £30).

  • If the fault is behind your master socket.
  • Replacing any equipment supplied by TalkTalk.


 

Fibre service visit

During your appointment the engineer will perform diagnostic checks and resolve problems with your Fibre broadband. It will appear on your bill as TalkTalk Engineer - Service FaultThe maximum potential charge for this visit is £40.

  • Damaged Broadband cable.
  • Damaged Ethernet cable.
  • If you're using incompatible equipment.
  • If you're using your own faulty equipment.

  • Faulty BT Openreach modem. 
  • External faults that we escalate to Openreach for further investigation.
  • Replacing any equipment supplied by TalkTalk.
  • Firmware upgrades.


 

TV service visit

During your appointment the engineer will perform diagnostic checks and resolve issues with your TalkTalk TV service. It will appear on your bill as TalkTalk Engineer - Service FaultThe potential maximum charge for this visit is £40.

  • Reconfiguring your router.
  • If you have been using your TalkTalk TV box incorrectly (customer education).
  • Rewiring.
  • Fitting a new NTE2000 telephone socket.
  • Replacing your microfilter.
  • If your setup is double-filtered.
  • If your own equipment is faulty.
  • Retuning your TalkTalk TV box.
  • Repairing your Powerline Adapters.
  • Recloning your TalkTalk TV remote.
  • Fixing aerial issues.
  • Rebooting your TalkTalk TV box.
  • HDMI / SCART connection issues.
  • TalkTalk TV box demonstration.
  • Damage to your TalkTalk TV box caused by you.
  • No fault found at time of visit.
  • Rewiring an extension cable.
  • Replacing an extension socket.
  • Fitting a new face plate to your master socket.
  • Helping to connect a wireless device.
  • Replacing a faulty router that wasn't supplied by TalkTalk.
  • Replacing microfilters that were damaged by you.
  • Replacing microfilters that weren't supplied by TalkTalk.
  • Replacing NTE or Minimaster face plate if the damage was caused by you.
  • If the engineer is unable to access your wiring.
  • If the engineer can't access your property (charged at £30).

  • Replacing TalkTalk router where no customer fault was found.
  • Any Openreach or network issues (no ADSL, no dial tone, noisy phone line, crossed line, flashing ADSL light).
  • Account or platform issues.
  • Changed bit rate.
  • If the fault is behind your master socket.
  • Replacing any equipment supplied by TalkTalk.
  • If your TalkTalk TV box is faulty and we have to replace it for one of the below reasons:
  • Not booting.
  • Stuck on wakeup/ nearly ready screen.
  • No sound or picture.
  • No on-demand or TalkTalk player.
  • No Freeview channels (not customer caused)
  • Not responding to TalkTalk remote control.
  • Stuck in maintenance mode
  • Not detecting all Freeview Channels
  • Buffering
  • Noisy HDD
  • Not recording
  • Mechanical issues
  • Pixelating


 

Openreach engineer visit

During your appointment the Openreach engineer will carry out checks to see whether you have a fault in your property or garden. If the fault is outside of your property, they will carry out the necessary work on the Openreach network and the exchange. It will appear on your bill as Engineer charge. The maximum potential charge for this visit is £65.

  • No fault found at time of visit.
  • Proving that the fault is in your property or garden, even if you don't allow any repairs to be carried out.
  • If the engineer can't access your property.
  • If the fault is caused by your own equipment or wiring.
  • If there are hazards at your property (dangerous structures, dogs, unsanitary conditions, unsupervised children, inebriated adults).
  • Repairing damaged socket face plates.
  • Repairing damaged lead in wiring.
  • Repairing damaged fittings or wiring on exterior or interior of house
  • Repairing damage to drop wire or underground cable in your garden area.
  • Rewiring an extension cable.
  • Rewiring an extension socket.
  • Adding a new face plate to your master socket.
  • Upgrading the drop wire/underground cable or any other wiring that is not damaged.
  • Replacing your radio interference filters.
  • Moving sockets to a drier location.
  • Replacing star wiring.
  • If the damage was caused by a flood originating from within your house.
  • If the damage was caused by a fire inside your property or garden.
  • If the damage was caused by a lightning strike but there was no damage on the Openreach network, only your wiring.
  • Damage caused by fire and floods outside your property, but causing damage to your wiring only.

  • If the cause of the fault lies entirely on the Openreach network outside your property/garden area.
  • If the cause of the fault is on either the Openreach or TalkTalk equipment within the exchange.


 

Speedy install visit

During your appointment the engineer will set up your Speedy Install Kit. It will appear on your bill as TalkTalk Engineer - Speedy Install Help. Visits are free within the first 10 days of you receiving your Speedy Install Kit. Any vists after this are chargeable at £40.


 

Home visit

During a home visit the engineer will perform diagnostic checks and resolve faults within your home. It will appear on your bill as TalkTalk Engineer - Service FaultAll home visits are chargeable at £40.


 

TalkTalk Home Tune Up

During your appointment the engineer will move your Speedy Install Kit to a different location in your house. It will appear on your bill as TalkTalk Home Tune Up. All TalkTalk Home Tune Up visits are chargeable at £40.


 

Missed or incomplete appointments

If you can't be at home for your appointment it's best to reschedule as soon as possible. If your engineer arrives and can't complete their work, a missed appointment charge will be applied to your bill:

  • Missed TalkTalk engineer appointment - £30
  • Missed Openreach appointment - £65

Here are some of the reasons why a missed or incomplete appointment charge would be added to your bill:

  • You cancelled or rescheduled after 2pm the day before your appointment date.
  • The engineer couldn't access or was refused access to your property.
  • You supplied us with the wrong address.
  • There was no adult present at the property. 
  • The address is a building site or unsuitable to work in.
  • There was no electricity at the property.
  • Health and safety concerns at the property.
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