Being charged £75 for a engineer visit which wasn’t my fault

[Grapejuice18]

I have received my bill to which has a £75 charge from an engineer visit which I was told I wouldn’t be charged on the phone to arrange this. The only was I would have been charged is if I cancel or missed it which I didn’t. The fault was completely out of my hands and my service had been down for a few weeks prior to the engineers visit which I was never compensated for. And now I am seeing a charge added to my bill for the visit! It turned out to be faulty hardware which was replaced so it I shouldn’t be getting charged and for the loss of service until it was fixed I was never compensated.

[Arne-TalkTalk]

Apologies the team raised the credit, it was waiting approval by the team leader this has been done since your reply. 

[fr8ys]

@saltyd 

Please stop spamming other people's threads.

If you have an issue starting your own or stick to your own thread

PS @Gliwmaeden2 is a customer, just like myself who help out and offer advice on the forums 

[Gliwmaeden2]

@Grapejuice18, I re-escalated your thread after your last post.

The thread will be locked till staff can reply to it, so that it doesn't lose its place in the workflow. 

Hopefully staff will be able to check that figure for you again. 

[Gliwmaeden2]

I am so, thanks, @saltyd!

[Grapejuice18]

Unfortunately I am still in contract with them. Had no problems beforehand but just recently they’ve been awful.

i have numerous family members that are out of there contract so will be making sure they don’t renew!

they can try and take there money from me but I won’t budge and they will loose more in the long run from being greedy and trying to take from loyal customers!

[saltyd]

Gliwmaeden2, is NOT a fellow customer.

[saltyd]

Exactly the same thing happened to me!!!!! I complained and was told "the charge was valid". I'm out of contract and have now cancelled my service and changing to Zen. 

[Grapejuice18]

It has not been taken off they have only took half the amount off not the full amount. I am certainly not paying this as it was a manufactures fault with the faulty power outlet. As it transforms the voltage from 230v to 12v dc there was a fault within the plug which was out of my hands.

still has no compensation back for the loss of service for 3 weeks and now expected to pay out of my own pocket.

I have cancelled any future payments until this is resolved and the full amount is removed from my account. I will always be looking at moving to another provider that doesn’t charge there customers for issues that lie with the company itself.

[Arne-TalkTalk]

Hi Grapejuice18

I can see that the charge has been removed, you will be able to see the updated balance in My Account under the account balance at the top. 

Regards

[Gliwmaeden2]

I was meaning on that thread, @Grapejuice18.

It's difficult to follow if the next steps happened through other support channels. 

There was no answer to the forum staff questions on there, so impossible for readers to know without that further information. 

It may well be an error if it was the Talktalk engineer  - so just wait for staff to reach your thread. 

[Grapejuice18]

I did follow up actually I was contacted by talk talk over the phone to arrange an engineers visit after numerous tests were done beforehand. Don’t just make the assumption that I didn’t follow up.

It was a talk talk engineer not open reach and it seemed to be a faulty power adapter something that is a common fault as the engineer stated.

I am refusing to pay the £75 fee and it was the talk talk at fault with there faulty equipment.

[Gliwmaeden2]

@Grapejuice18,

Staff were offering to run tests here, but you didn't follow up:

https://community.talktalk.co.uk/t5/Broadband/No-broadband-router-manufacturer-problem/td-p/3086305#...

They could have run the checks and sent a router to rule out that being the problem. 

How was the engineer booking fixed up?

These are the usual Ts&Cs that you need to accept before an engineer is sent out. Was it a Talktalk or an Openreach engineer? 

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Staff will check the details for you when they are back on here during the week. They'll let you know if the charge holds or if you were charged in error.