We take our commitment to providing you a fair and affordable service seriously. In order to offer services like engineer visits, we may need to charge you for faults that aren't caused by our network or equipment. This is normal practice and we regularly check to make sure we're in line with other broadband providers. You can find out more about the different types of engineer visits and any potential charges below.
engineer visit charges
Select one of the following for more information about the charges and fees
you may see on your bill:
TalkTalk Engineer - Service visit
We’ll send a TalkTalk Service engineer to carry out checks and fix any issues with your phone, broadband or TalkTalk TV service. The maximum potential charge for your appointment is £75 and it will show on your bill as TalkTalk engineer - Service Fault.
Why have I been charged?
We'll charge you if the engineer was unable to find a fault with your service during your visit, or the fault was found to be related to a condition inside your premises. We won’t charge you if the fault is caused by a TalkTalk router, unless the fault was caused by you damaging or misusing equipment.
Openreach visit
We’ll send an Openreach engineer to carry out checks in your property or garden. If there’s a fault outside of your property, the engineer will complete any necessary work on the network or at the exchange. The maximum potential charge for your appointment is £75 and it will show on your bill as Engineer charge.
Openreach engineers can also install and replace main phone sockets if requested. This is chargeable at £128.40.
Why have I been charged?
We'll charge you if the Openreach engineer was unable to find a fault with your service or the fault was found to be related to a condition in your property or garden. Any faults related to your main phone socket may also incur a charge, as will issues caused by any personal devices connected to your line. You won’t be charged for faults caused by Openreach equipment.
Speedy Install visit
We’ll send a TalkTalk engineer to set up TalkTalk TV with your Speedy Install Kit. If you’re charged for your appointment, it will show as £75 on your bill as TalkTalk Engineer – Speedy Install Help.
TalkTalk Home Tune Up
We’ll send a TalkTalk engineer to help you set up or move your TalkTalk TV system. Your appointment will cost £75 and it will show on your bill as TalkTalk Home Tune Up.
Managed Install
We’ll send an Openreach engineer to set up your Fibre broadband and test your speed. These visits are free, however you will be charged £75 if you miss your appointment. It will show on your bill as Managed Install Setup Fee with a credit applied to cancel out the charge.
Missed appointments
If you can't be at home for your appointment it's best to reschedule before 12 noon the day before (or 12 noon on Saturday if you have an appointment scheduled for the following Monday). If you don't reschedule then a missed appointment charge will be applied to your bill:
- Missed TalkTalk engineer - service visit appointment - £75
- Missed Openreach appointment - £75
Here are some of the reasons why a missed or incomplete appointment charge would be added to your bill:
- You cancelled or rescheduled after 12 noon 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.
- There were health and safety concerns at the property.
