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Have been charged for a missed appointment, my partner was at the property at Friday 2.15pm, as you can see above the engineer was due to arrive by 2.30pm, openreach confirm this by message at 2.28pm.
I had a week earlier informed talktalk by live message, that the line was fine and in fact it was the router that was the problem. But as your live message staff work by scripts, this was completely ignored. The openreach engineer who attended on Saturday, 2hrs later than advised, due to his electric van having charging issues and didn't have enough battery charge to make the journey. Confirm to talktalk that the router was at fault.
As there was someone present on the Friday, the fact it took 8 days to confirm that the router needed replacing, which took another 2 days to arrive. 10 days with out service.
I am annoyed that the charge was made against my account, I did contact a staff member on Friday, after receiving the missed appointment message, at around 4pm and explained the situation, attaching the above messages. He said that the fee would be removed and I would be compensated for the 10days.
I would be grateful if someone could look into this for me.
Regards,
Adrian
