Charge for an engineer visit

[Nasrin_Rajan]

Have been charged £75 for an engineer’s visit on my recent bill. 

was without he internet for almost a week and a half. The router wasn’t working. Had established it was the router but an engineer was sent out and said needed a new router as the old one was faulty. Not any fault caused by myself.

Was surprised to see a charge on my bill as have been with Talk Talk for over 15 years and never been charged when a replacement router has been replaced by an engineer. Very upset and disappointed by this charge as it’s not my fault and the router is only a year old since it was changed to full fibre. 

can someone check why this charge has been applied because as far as I know a faulty router is supposed to be replaced not charged for and not sure why an engineer was sent out when it was established it was the router not working. 

yours sincerely 

Nasrin Rajan

[Nasrin_Rajan]

Thank you. Hopefully not a next time but will come here first.

Thanks

Nasrin

[Arne-TalkTalk]

Hi @Nasrin_Rajan

Sorry that you are unhappy.

Because you have an open complaint unfortunately we cant interfere on the community.  A complaint manager will contact you to resolve this. 

Regards

[Nasrin_Rajan]

Updated

Thanks

Nasrin Rajan

[Nasrin_Rajan]

Personal information updated. 

Thanks

Nasrin Rajan

[fr8ys]

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you